Accenture
Customer Experience Insights Specialist
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Customer Experience Insights Specialist
Consultant (CL9)
London or Manchester
Song AI and Data
We Are
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
Visit us at: Accenture Song
The Role
Customers now move fluidly between digital and assisted channels, but many organisations still struggle to connect those interactions into a clear view of behaviour, experience and performance. As a Customer Experience Insights Specialist, you will help clients understand customer behaviour, segments and journeys across CRM, contact centre, digital and first-party data. You will identify friction, explain channel performance and turn evidence into practical opportunities to improve customer experience and customer service. This is a hands-on consulting role. You will use Python, analytics and generative AI to explore data, test hypotheses and create actionable insight. You will work directly with clients, independently lead analytical workstreams and stay focused on recommendations that can be implemented and measured.
What You Will Do
Understand Customer Behaviour & Journeys
- Analyse customer behaviour, segments, journeys and interactions across digital and assisted channels
- Identify journey friction, service failure demand, channel leakage and opportunities to improve customer outcomes
- Develop segmentation and behavioural insights that support more relevant experiences and services
Connect Customer & Channel Data
- Combine CRM, contact centre, digital analytics, customer feedback and first-party data to create a joined-up view of customer experience
- Assess data quality, consistency and suitability for customer and channel analysis
- Connect customer, operational and commercial measures to explain experience and performance
Generate Insight with Analytics & AI
- Use Python and analytical techniques to explore data, test hypotheses, automate analysis and build repeatable insight products
- Apply generative AI responsibly to accelerate analysis, synthesise evidence and enhance insight generation
- Use visualisation and clear storytelling to communicate patterns, root causes and optimisation opportunities
Shape Optimisation & Strategy
- Translate complex analysis into clear recommendations for customer experience, customer service and channel strategy
- Define practical measurement approaches for customer experience and channel performance
- Work with service design, journey management, CRM, data and technology teams to move from insight to action
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Engage Clients & Deliver
- Lead analytical workstreams from problem definition through to recommendation
- Engage client stakeholders and present findings to non-technical and senior audiences
- Contribute reusable methods, assets and points of view to the Song AI and Data practice
Required - Experience & Knowledge
- Experience in customer analytics, customer experience analytics, channel analytics or a closely related discipline
- Practical knowledge of contact centre operations, customer service journeys, interaction data and performance measures
- Experience and knowledge of CRM environments, customer journey management and omnichannel experience optimisation
- Ability to combine digital, assisted-channel and first-party data to explain customer behaviour and performance
- Strong hands-on Python skills, supported by experience with SQL, data visualisation or equivalent analytical tools
- Experience using generative AI to support analysis, synthesis or insight development, with appropriate quality checks and judgement
- Proven client-facing experience and the ability to communicate complex analysis to non-technical and senior stakeholders
- Self-sufficient, proactive and comfortable delivering high-quality work in ambiguous, fast-paced environments
Preferred
- Experience with digital analytics platforms such as Adobe Analytics, GA4 or Contentsquare
- Experience with customer journey analytics or journey orchestration platforms
- Experience with contact centre analytics, speech or text analytics, and voice-of-customer data
- Knowledge of experimentation, optimisation, predictive analytics or machine learning
- Experience with data visualisation tools such as Power BI or Tableau
Who You Are
You are curious about why customers behave as they do and practical about turning that understanding into action. You are as comfortable exploring data and testing hypotheses as you are presenting a clear point of view to a client. You create structure from ambiguity, take ownership of your work and stay focused on measurable customer and business outcomes. You are collaborative when the work requires it and self-sufficient when you need to move independently.
What's in it for You
Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits.
These include:
- 30 days of leave per year plus 3 extra volunteering days for charitable work of your choice
- Family-friendly and flexible work policies
- Attractive pension plan with financial wellbeing support and resources
- Private healthcare insurance plan and Mental Wellbeing support
- Employee Assistance Programme, Career Development and Counselling
- A range of generous Parental Leave offerings
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SNGCR01
Experience in Customer Analytics, Customer Experience Analytics, or Channel Analytics.
Strong knowledge of CRM, customer journey management, and omnichannel experience optimization.
Understanding of contact centre operations, customer service journeys, and performance metrics.
Ability to analyze and combine customer, digital, and first-party data.
Strong hands-on Python skills with SQL and data visualization experience.
Experience using Generative AI for analysis and insight development.
Proven client-facing and stakeholder management experience.
Self-driven and able to work in fast-paced, ambiguous environments.
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, sexual orientation, gender identity or expression, 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.
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