ppAt bAccenture Song /b, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency. /ppAs a bCustomer Service Lead /b, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries. /ppWe are looking for a profile with experience in Customer Experience, CRM, and business transformation, capable of working from a strategic and cross‑functional perspective. /ppThe person will participate in consulting projects aimed at enhancing customer relationships, designing operating models, and leveraging technology to drive business outcomes. /ph3Key Responsibilities /h3ulliParticipate in Customer Experience transformation projects, contributing to the definition of strategies, operating models, and improvements in customer processes. /liliAnalyze business needs and propose solutions that integrate people, processes, and technology, particularly in CRM and customer engagement environments. /liliCollaborate with business and technology stakeholders to identify opportunities for improving customer experience and operational efficiency. /liliContribute to the design and implementation of initiatives related to CRM, omnichannel, customer journey, and commercial models. /liliSupport team management and coordination of deliverables in consulting projects. /liliParticipate in proposal development and business development activities within the practice. /li /ulh3Requirements /h3ulliPrevious experience (+10 years)



in consulting in areas related to Customer Experience, CRM, digital transformation, or business. /liliSolid understanding of consulting methodologies and approaches (process definition, operating models, business analysis). /liliFamiliarity with CRM solutions (Salesforce, Dynamics, or others) and digital environments related to customer engagement. /liliInterest in and understanding of digital trends: data, analytics, customer experience, digital marketing, and/or emerging technologies (including AI). /liliExperience working in collaborative and multidisciplinary environments. /liliExperience with Agile methodologies is a plus. /liliHigh level of English and Spanish. /liliUniversity degree. /li /ulh3What We’re Looking For /h3ulliA profile with a consulting mindset and strong business orientation /liliStrong communication skills and ability to engage effectively with clients /li /ulh3What We Offer /h3pAt Accenture, recognised as a Great Place to Work, we embrace a hybrid work model that combines technology and human connection to maintain our inclusive and diverse culture. According to Refinitiv, we are the most diverse company in the world. /ppAdditional benefits include: /pulliMedical, life and accident insurance /liliHealth services and wellness programmes /liliFlexible compensation and share purchase plans /liliFlexibility programmes (working hours, time off, holidays) /liliPersonalised training paths /liliSustainability programmes and Accenture Foundation /liliEmployee diversity networks /liliOther benefits: Bankinter office with special conditions and profit sharing /li /ul /p #J-18808-Ljbffr

📌 Customer Service Transformation Manager – SONG (Madrid)
🏢 Accenture España
📍 Madrid