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.

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