#ACN GN - SONG - Service – CX - Value Architect - Senior Manager

Job Title - Global Network - Song - Service - Service Strategy & Advisory - Value Architect - Senior Manager

Management Level: 06 - Senior Manager

Practice: Accenture - Reinvention Services - Industry & Process Reinvention Engine - Global Network - Song - Service

Areas of Work: Center of Excellence (COVE) - Value Architecture & Value Realization Office

Level: Senior Manager

Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Years of Exp: 10+ years

The Practice

The Accenture - Reinvention Services - Industry & Process Reinvention Engine - Global Network - Song - Service is aligned with the Accenture Song Reinvention Partner. Song is the world’s largest tech powered creative group, and this team works with clients to drive enhanced realization of value across their Service function by delivering engagements across 5 pillars - Service Strategy & Advisory, Service Experience Design, Service Operating Model, Platforms & Human and Agentic Operations. This role is aligned to the Service Strategy & Advisory offering, and within, the Center of Value Excellence (COVE).

About COVE – Enterprise Value Realization & Agentic Transformation

COVE is a future ready value realization offering helping enterprises connect strategy, operations, customer experience and AI led transformation to financial outcomes. We help organizations move beyond transformation activity toward measurable enterprise value realization. Our work combines strategy, customer service transformation, AI-enabled operations, analytics and decision intelligence, operating model design, governance, and enterprise-wide value realization. We work with senior executives to solve one of the most important challenges facing enterprises today: “How do we ensure transformation – especially AI and agentic transformation – that actually delivers measurable business value?”

Roles & Responsibilities:

As a Senior Manager, you will lead complex enterprise transformation programs focused on customer service modernization, AI-enabled operations, and enterprise value realization.

You will work closely with C-suite executives and transformation leaders to shape transformation strategy, identify and quantify value opportunities, establish governance and accountability structures, and ensure operational initiatives translate into measurable financial and customer outcomes.

You will lead teams across strategy, operations, analytics, customer experience, and technology to help clients design and operationalize modern Value Realization Offices (VROs).

You will help clients answer critical questions such as whether transformation initiatives are creating enterprise value, whether KPIs are driving the right behaviors, what downstream impacts are emerging from operational decisions, how AI and automation investments should be governed and measured, and where value leakage is occurring across the transformation lifecycle. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

As part of this, your responsibilities include –

Enterprise Transformation Leadership:

• Lead enterprise transformation and customer service modernization engagements, working closely with C-suite executives and transformation leaders.
• Shape operating models, governance structures, and transformation roadmaps for large-scale client programs.
• Drive executive-level value realization discussions and facilitate strategic workshops and decision forums.

Value Realization & Governance:

• Design enterprise value realization frameworks and governance models that connect operational performance to enterprise economics.
• Establish KPI and performance management structures, and support creation of Value Realization Offices (VROs) for clients.

Agentic & AI Transformation:

• Advise clients on AI-enabled operating models, agentic workflows, copilots, and orchestration platforms, and assess value realization from automation initiatives.
• Evaluate operational, workforce, and customer impacts of AI-led interventions, ensuring alignment to measurable business outcomes.

Decision Intelligence & Analytics:

• Guide scenario modeling, sensitivity analysis, and KPI interdependency assessments to identify operational and financial risks arising from disconnected optimization.
• Translate complex analyses into executive-level insights and recommendations for C-suite stakeholders.

Team & Practice Leadership:

• Lead multidisciplinary consulting teams across strategy, operations, analytics, customer experience, and technology.
• Coach and mentor Managers and Consultants, and contribute to practice development, thought leadership, and client growth initiatives.
• Leverage generative AI and agentic AI tools to accelerate value identification, business case development, and insight generation for clients.
• Constantly push the boundaries on innovation and bring to life the future of VROs powered by AI to drive 5 key outcomes – value visibility, value vitality, value velocity, value viability and value veracity.
   

What Makes You Successful Here

• You are intellectually curious, analytically rigorous, commercially minded, and comfortable in navigating ambiguity.
• You think systemically and connect operational details to enterprise outcomes.
• You are equally comfortable in front of senior executives, inside operational workflows, and within transformation governance discussions.
• You understand that metrics without context can create unintended consequences.
• You understand that AI adoption alone does not create value.
• You understand that sustainable transformation requires visibility, accountability, and operational truth

Why Join COVE

Organizations often ask the question – how can I create value? This is the easy one to answer. The real question is – how can we prevent value destruction? In this team, you'll work on some of the most important transformation challenges facing enterprises today, spanning enterprise value realization, customer service modernization, AI-enabled operations, and agentic transformation governance. You'll help shape how organizations measure value, govern transformation, operationalize AI, and make enterprise decisions in the future. You will act in essence as the guardian of all things value and ensure a tangible, measurable bridge between vision, strategy and ultimately reflecting outcomes onto P&Ls.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Basic Qualifications:

• 10+ years of experience in management consulting, enterprise transformation, customer operations, operational strategy, or value realization, with direct P&L exposure
• Deep expertise in the Customer Service function across two or more industries, with a proven track record of leading large-scale, complex transformation programs
• Exceptional executive communication and stakeholder management skills, with the ability to influence and align C-suite leaders
• Demonstrated ability to translate operational decisions into measurable enterprise financial outcomes

Preferred Qualifications:

• Hands-on experience designing and delivering AI-enabled operations, automation, or agentic transformation initiatives
• Proven experience across customer service, shared services, or CX transformation engagements
• Experience in building operating models, governance frameworks, and leading Value Realization Offices (VROs)
• Strong analytical and structured problem-solving capabilities, including scenario modeling and KPI interdependency analysis
• MBA or equivalent advanced degree from a tier 1 institute preferred

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 

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