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

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

Management Level: 07 - 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: Manager

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

Years of Exp: 7+ years

The Practice – A Brief Sketch

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 manager, you will support enterprise transformation and value realization programs across customer service, operations, AI-enabled transformation, and enterprise operating model initiatives.

You will work closely with senior client stakeholders and internal leadership teams to drive structured problem solving, support transformation execution, analyze operational and financial performance, and help clients realize measurable enterprise value.

You will play a key role in helping organizations connect operational metrics, transformation activity, and AI investments to real business outcomes.

You will partner with our consulting teams to design, build, and implement initiatives that drive measurable business performance.

As part of this, your responsibilities include –

Transformation Delivery:

• Support customer service and enterprise transformation initiatives across client engagements.
• Coordinate cross-functional workstreams and governance activities across program teams.
• Support operating model implementation and value realization processes for client programs.

Analytics & Value Realization:

• Analyze operational, financial, and customer performance data to identify value opportunities.
• Support business case development, value tracking, and realization measurement for transformation initiatives.
• Assess KPI interdependencies and operational trade-offs across transformation programs.
• Conduct scenario analysis and sensitivity assessments to evaluate operational and financial trade-offs.

AI & Agentic Transformation:

• Support assessment of AI-enabled operational initiatives across client engagements.
• Evaluate impacts of automation and agentic workflows on operations, workforce, and customer experience.
• Help establish measurement frameworks for AI-related value realization and outcome tracking.

Executive Communication:

• Develop executive ready presentations and recommendations for senior client stakeholders.
• Support workshops, governance meetings, and strategic discussions with client leadership teams.
• Translate complex analyses into actionable insights, leveraging generative AI and agentic AI tools to accelerate value identification and business case development.
   

Preferred Qualifications:

• Hands-on exposure to AI-enabled operations, automation, or agentic transformation programs
• Experience in customer service or operational transformation engagements
• Working knowledge of KPI frameworks, performance reporting, and governance structures
• Familiarity with scenario modeling, sensitivity analysis, or value tracking techniques
• MBA or equivalent advanced degree preferred (not required)

What Makes You Successful Here

• You are structured, analytical, collaborative, and outcome oriented.
• You enjoy solving complex business problems.
• You work effectively across strategy, operations, analytics, and transformation delivery.
• You are comfortable balancing detail and big-picture thinking.
• You are comfortable balancing analytics and storytelling.
• You are comfortable balancing operational realities with strategic ambition.

Why Join COVE - Enterprise Value Realization & Agentic Transformation

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.