Customer Platforms Senior Manager

Customer Platforms – Senior Manager

📍 Locations: London, Manchester, Edinburgh

About Accenture Song

Within Accenture Song, our Service practice champions the customer. We help organisations across Financial Services, Health & Public Sector, and Communications, Media & Technology design and deliver front‐office transformations that create meaningful, connected, and consistent customer experiences across B2B and B2C. Our purpose is simple: put the customer at the heart of everything—from operating models and service design to digital platforms and data‐driven engagement.

As a Customer Platforms Senior Manager, you will be at the forefront of shaping and delivering customer‐centric, cloud‐enabled service transformations for some of the world’s most recognisable brands.

You will combine deep knowledge of customer engagement platforms with strong leadership, consulting, and delivery expertise to help clients operate always‐on, connected service organisations. You’ll also play a key role in growing our practice, shaping Accenture’s offering, and developing future leaders.

What You’ll Do

As a Service Functional Lead Senior Manager, you will:

• Lead and inspire multi‐disciplinary teams to understand client needs and deliver high‐impact customer platform transformations
• Develop transformation visions and business cases, articulating the strategic value of customer platforms and cloud technologies
• Design and deliver solutions across platforms such as Microsoft Dynamics 365, Salesforce, AWS, Google Customer Engagement Suite, Genesys Cloud CX, and Sierra
• Define and communicate target‐state architectures, explaining how platform capabilities align with wider enterprise architectures
• Plan and drive end‐to‐end delivery, managing timelines, resources, dependencies, and governance
• Shape and influence strategy across multiple transformation programmes, ensuring alignment with client objectives and Accenture’s innovation agenda
• Collaborate across the Accenture ecosystem, sharing knowledge and strengthening overall platform capability
• Stay at the forefront of emerging trends in customer data, CX, CCaaS, GenAI, and conversational AI
• Mentor and develop future leaders, fostering a culture of inclusion, continuous improvement, and high performance

What We’re Looking For

• Hands‐on experience implementing at least one major customer platform (e.g. AWS, Genesys Cloud CX, Google CES, Microsoft Dynamics 365, or Sierra)
• Strong analytical skills, with the ability to translate complex business and technical requirements into innovative, value‐driven solutions
• Proven experience creating business cases, defining solution value, and influencing senior stakeholders
• Ability to design customer journeys and technical solutions leveraging hyperscalers and customer engagement platforms
• Experience working in Agile delivery environments (Scrum, Kanban)
• Excellent communication, collaboration, and senior stakeholder management skills
• Relevant platform certifications (preferred)
• Extensive experience in Service Technology, CCaaS, CRM, or customer platform integrations

Set Yourself Apart With

• Hands‐on experience with Google CES, Copilot Studio, or building agentic / conversational AI solutions
• Strong understanding of CRM, CCaaS, chat, AI‐driven customer engagement platforms
• Demonstrated ability to assess and shape the impact of transformations on operating models
• Experience building and showcasing conversational AI demos using customer platforms

What’s In It for You

We offer a competitive Total Rewards package, including:

• Competitive base salary and annual performance bonus
• Opportunities for equity participation
• 30 days annual leave, plus 3 paid volunteering days
• Flexible and family‐friendly working policies
• Attractive pension plan with financial wellbeing support
• Private healthcare and mental wellbeing support
• Employee Assistance Programme, career development, and coaching
• Generous parental leave offerings

Flexibility and mobility are part of this role, with some client‐site presence required to support collaboration and delivery. We aim to be as flexible as possible to support your work‐life balance while maintaining strong relationships with clients and teams.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by 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.

Visit us at www.accenture.com