Accenture

About Accenture Song

Accenture Song is the world’s largest tech-powered creative group, helping clients accelerate growth and create meaningful customer experiences through the combination of creativity, technology, data, and AI.

We are looking for a Senior Manager – Value Architect to join our growing Value Architecture Center of Excellence (COE), supporting strategic transformation opportunities for Fortune 1000 clients.

What You'll Do

As a Value Architect, you will help clients understand, quantify, and realize the business value of Customer Service and Customer Experience transformation initiatives.

Working closely with Accenture leaders, client executives, and subject matter experts, you will build compelling business cases, develop ROI models, create executive-level value narratives, and help shape strategic investment decisions.

This role sits at the intersection of:

• Customer Service Transformation
• Customer Experience Strategy
• Business Value Advisory
• AI & Automation
• Executive Consulting
• Commercial Strategy

You will play a key role in helping clients understand the measurable impact of programs involving customer operations modernization, contact center transformation, AI-enabled service experiences, automation, and digital transformation.

Key Responsibilities

• Build and present quantified value propositions that clearly articulate expected business outcomes and investment benefits.
• Develop business cases, ROI models, and value realization frameworks for strategic transformation initiatives.
• Partner with senior client stakeholders and Accenture leadership to define growth opportunities and transformation strategies.
• Lead assessments of current-state capabilities and identify opportunities for operational improvement and value creation.
• Develop data-driven executive narratives that support client decision-making and strategic investments.
• Collaborate with Customer Service, Customer Experience, Technology, and AI experts to validate value assumptions and business outcomes.
• Create reusable value architecture assets, benchmark libraries, and ROI accelerators to support future engagements.
• Incorporate AI-enabled approaches, automation opportunities, and emerging service models into next-generation value cases.
• Support pursuit teams and commercial teams in developing differentiated value-led propositions.
• Coach and support junior team members while contributing to the evolution of Accenture Song's Value Architecture practice.

Basic Qualifications

• Bachelor's degree.
• 15+ years of experience in one or more of the following areas:
  • Customer Service
  • Customer Experience
  • Customer Operations
  • Contact Center Transformation
  • Business Consulting
  • Value Advisory
  • Digital Transformation
• Experience developing business cases, value frameworks, or ROI models.
• Experience presenting recommendations and business insights to senior stakeholders.
• Strong analytical and problem-solving capabilities.
• Excellent written and verbal communication skills in English.

Preferred Qualifications

• Experience in consulting, advisory, strategy, or transformation environments.
• Experience supporting large-scale Customer Service or Customer Experience transformations.
• Knowledge of AI, automation, conversational AI, or digital service technologies.
• Understanding of customer service performance metrics and operational drivers.
• Experience working with executive-level stakeholders and C-suite leadership.
• Ability to translate complex business challenges into measurable value outcomes.

Why Join Us

At Accenture Song, you'll work on some of the world's most complex transformation programs, helping leading organizations unlock measurable value through innovation, technology, and AI.

You'll be part of a global team that combines strategy, creativity, technology, and business value expertise to help clients reinvent how they serve and engage their customers.

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.

Visit us at www.accenture.com

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.