At Accenture Song, we combine creativity, technology and industry expertise to help our clients reimagine customer service experiences that drive growth and efficiency.
As a Customer Service Lead, you will be responsible for shaping and delivering transformation programmes that leverage digital platforms, data and AI to reinvent service operations across industries.
We are looking for a profile with experience in Customer Experience, CRM, and business transformation, capable of working from a strategic and cross‑functional perspective.
The person will participate in consulting projects aimed at enhancing customer relationships, designing operating models, and leveraging technology to drive business outcomes.
Key Responsibilities
- Participate in Customer Experience transformation projects, contributing to the definition of strategies, operating models, and improvements in customer processes.
- Analyze business needs and propose solutions that integrate people, processes, and technology, particularly in CRM and customer engagement environments.




- Collaborate with business and technology stakeholders to identify opportunities for improving customer experience and operational efficiency.
- Contribute to the design and implementation of initiatives related to CRM, omnichannel, customer journey, and commercial models.
- Support team management and coordination of deliverables in consulting projects.
- Participate in proposal development and business development activities within the practice.

Requirements
- Previous experience (+10 years) in consulting in areas related to Customer Experience, CRM, digital transformation, or business.
- Solid understanding of consulting methodologies and approaches (process definition, operating models, business analysis).
- Familiarity with CRM solutions (Salesforce, Dynamics, or others) and digital environments related to customer engagement.
- Interest in and understanding of digital trends: data, analytics, customer experience, digit

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