Gn - Song - Service - Cx - Conversation Design - Senior Manager @ Accenture

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Gn - Song - Service - Cx - Conversation Design - Senior Manager

Accenture
10 - 14 years
Mumbai
2 months ago
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Job Description

Location:Bangalore, Chennai, Pune, HyderabadMust have skills:Developing interactive models using conversational platforms and deep understanding of customer-centered design processes
Good to have skills:Consulting experienceJob
Summary:As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.Roles & Responsibilities:

Ideate and execute on compelling design workshops

Identify use cases and user journeys that can benefit from conversational experiences.

Own every stage of the conversation design process, from research and design to conversational scripting and QA.

Define NLP requirements and work with the AI/Discovery team to deliver solutions

Advise clients on industry best practices (when appropriate)

Accurately estimate time to complete work

Continually experiment with new tools and technologies

Ability to research and provide strategic, goal-driven solutions for clients

Collaborate with other designers, both offshore & onshore, including Co product managers, developers, UX designers and other stakeholders across the organization.

Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients issues

Work efficiently across VoiceFlow, Botsociety, Kore.AI, Visio, Adobe HD and Figma.The profile requires both technical and functional experience on Customer Service Domain

Extensive customer experience and operational excellence

Having executed similar projects is mandatory

Professional & Technical Skills:

Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

Maximize experience in developing interactive models:Use relevant conversational platforms to design and apply interactive models

Use deep understanding of customer-centric design processes:Apply working knowledge of customer-centered design, complemented with consulting experience

Innovate with Creativity:Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.

Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.

Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

Additional Information:

An opportunity to work on with key G2000 clients

Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed into everything"from how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your to grow your skills, industry knowledge and capabilities

QualificationsExperience:10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
Educational Qualification:MBA from a tier 1 institute

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations - Other
Employement Type: Full time

Contact Details:

Company: Accenture
Location(s): Mumbai

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Keyskills: Adobe HD Visio Kore.AI VoiceFlow Botsociety Customer Service NLP AI/Discovery

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Gn - Song - Service - Cx - Conversation Design - Senior Manager @ Accenture

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