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, digital marketing, and/or emerging technologies (including AI).- Experience working in collaborative and multidisciplinary environments.- Experience with Agile methodologies is a plus.- High level of English and Spanish.- University degree.What We’re Looking For- A profile with a consulting mindset and strong business orientation- Strong communication skills and ability to engage effectively with clientsWhat We OfferAt 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.Additional benefits include:- Medical, life and accident insurance- Health services and wellness programmes- Versátil compensation and share purchase plans- Flexibility programmes (working hours, time off, holidays)- Personalised training paths- Sustainability programmes and Accenture Foundation- Employee diversity networks- Other benefits: Bankinter office with special conditions and profit sharing#J-18808-Ljbffr

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