Customer Experience and Process Consultant - SONG

Description

Position Summary: We are seeking a professional with experience in process elicitation, analysis, and redesign, applying continuous improvement methodologies to optimize efficiency and customer experience. Key Highlights: 1. Experience in consulting for customer experience process management. 2. Application of BPM, Lean, and Six Sigma methodologies. 3. Customer orientation and Customer Journey design. **Accenture Song** accelerates growth and value for our clients. It is where professionals reimagine industries, products, and services—from ideation through execution. We do this through growth, product and experience design; technology platforms; creative, media, and marketing strategy; as well as campaign, content, and channel orchestration. Visit us at: https://www.accenture.com/song We seek a professional with solid experience in **process elicitation, analysis, and redesign** (AS\-IS / TO\-BE), capable of applying continuous improvement methodologies to optimize efficiency and customer experience. This role requires both strategic and operational vision to identify pain points, inefficiencies, and automation opportunities, ensuring initiatives deliver real business value. **RESPONSIBILITIES**: * Process elicitation and redesign (AS\-IS / TO\-BE). * Knowledge of industry best practices and operational benchmarking. * Ability to identify and understand end-customer needs. * Proficiency in Customer Journey mapping and user-centered process design. * Application of continuous improvement methodologies to increase efficiency. * Deep understanding of processes such as: customer service, technical and functional support, knowledge management, service onboarding/activation, warranty processes, service and performance analytics. * Ability to detect pain points, inefficiencies, and opportunities for automation or simplification. * Capability to identify activities that deliver real value to the business and the customer. * Critical and proactive thinking to prioritize initiatives with tangible impact. **REQUIREMENTS**: * **Proven consulting experience in customer experience process management** * Use of BPM, Lean, and Six Sigma tools and methodologies. * **Customer orientation and Customer Journey**: Ability to design user-centered processes aligned with industry best practices. * **Analysis and continuous improvement**: Identification of inefficiencies, operational benchmarking, and prioritization of initiatives with tangible impact. * **Additional competencies**: Critical thinking, effective communication, and change management skills. **BENEFITS**: At Accenture, a company recognized as a Great Place To Work®, we champion a hybrid work model that—leveraging technology and our facilities—enables essential human connection while working with our teams and clients. This connection allows us to sustain our inclusive and diverse culture and, according to Refinitiv, makes us the world’s most diverse company. Additionally, we offer other **benefits**, including: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and stock purchase plan * Flexibility programs (flexible hours, personal days, vacation…) * Individualized learning path * Sustainability programs and Accenture Foundation * Employee networks focused on diversity * Other benefits: Bankinter office with special conditions and profit-sharing