About the role

AI summarised

Accenture is seeking a Customer Experience Manager to design and optimize end-to-end customer journeys for enterprise clients. The role involves leading CX strategy, journey mapping, and cross-functional implementation to improve customer satisfaction and loyalty.

BusinessFull-timeMarketing & Communication

Key Responsibilities

Lead discovery and assessment of existing customer journeys and experience gaps
Develop CX strategies, journey maps, and service blueprints based on insights and customer research
Translate customer needs into actionable business and technical requirements
Partner with marketing, digital, product, and operations teams to implement CX improvements
Monitor customer experience KPIs across channels and surface insights to stakeholders
Facilitate workshops, design sprints, and co‑creation sessions with clients
Present recommendations and roadmap plans to senior stakeholders
Identify opportunities for continuous improvement and innovation in customer engagement

Requirements

7–15 years of experience in Customer Experience, Digital Transformation, Service Design, or related areas
Strong understanding of customer journey mapping, design thinking, and CX frameworks
Experience in qualitative and quantitative research methods
Ability to interpret customer and business data to generate insights
Proven track record managing stakeholders in large enterprise environments
Excellent communication, storytelling, and presentation skills
Ability to lead cross‑functional teams and deliver outcomes in fast‑paced settings
Experience with CX tools (e.g., Qualtrics, Medallia, UX research platforms)
Exposure to MarTech, CRM, or digital product environments
Background in consulting, digital agencies, or innovation labs
Knowledge of omnichannel experience design and customer analytics