Customer Experience Manager

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements, and the way we collaborate, operate, and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.

About the Role

We are seeking a Customer Experience Manager to design, build, and optimize endtoend customer journeys for enterprise clients. You will partner with crossfunctional teams to deliver seamless, datadriven experiences that improve customer satisfaction, loyalty, and lifetime value.

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 cocreation sessions with clients
• Present recommendations and roadmap plans to senior stakeholders
• Identify opportunities for continuous improvement and innovation in customer engagement

Required Qualifications

• 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 crossfunctional teams and deliver outcomes in fastpaced settings

Preferred Qualifications

• 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

About the Team

You will join Accenture's Customer Experience & Marketing Transformation team, partnering with experts across strategy, design, data, and technology to shape impactful experiences for global brands. The team embraces creativity, collaboration, experimentation, and continuous learning.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status,militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected byapplicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.