Key Responsibilities:- Experience measurement: Own and analyze voice-of-customer programs and metrics such as CSAT and CES across support channels.
- Data analysis & insights: Analyze surveys, open-text feedback, and ticket/case data to identify trends, pain points, and root causes.
- Reporting & visualization: Build dashboards and reports that clearly communicate the end-to-end support experience.
- Journey mapping: Map support journeys to identify friction and opportunities across processes, tooling, and content.
- Recommendations: Prioritize experience improvements and track them through implementation and impact.
- Research: Conduct interviews, surveys, and feedback analysis to understand employee needs and evaluate changes.
- Cross-functional partnership: Work with support, product/tooling, content, and analytics teams to implement recommendations and close the feedback loop.
Basic Qualifications:- Minimum 4 years in customer experience, insights/analytics, research, or a related analytical role
- Ability to design and conduct customer research, including surveys and interviews, and synthesize findings into insights
- Working knowledge of journey mapping and experience/service-design methods
- Familiarity with applying AI/LLM tools to CX use cases such as open-text analysis, research synthesis, insight generation, or self-service
- Experience with voice-of-customer methods, experience metrics (e.g., CSAT, CES, NPS), and survey design
- Strong analytical skills across survey, ticket/case, and open-text data
- Ability to create clear reports, dashboards, and visualizations for operational and lead
- High School Diploma or GED
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 12/26/2026.
Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here:
Accenture Flex Jobs
Role Location Hourly Salary RangeCalifornia $58 to $68
Colorado $58 to $68
Connecticut $58 to $68
District of Columbia $58 to $68
Illinois $58 to $68
Maine $58 to $68
Maryland $58 to $68
Massachusetts $58 to $68
Minnesota $58 to $68
New York $58 to $68
New Jersey $58 to $68
Ohio $58 to $68
Virginia $58 to $68
Washington $58 to $68
