Job Description

Accenture Song - Customer Experience Specialist



About Accenture?



Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services--all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.



About Accenture Song?



As one of the key services under Accenture, Accenture Song is in the business of Experience. We connect deep human and business insights with the possibilities of technology to define and deliver new realities. We're committed to helping clients design, build, communicate and run Experiences that make peoples' lives better, more productive and more meaningful. Visit http://www.accenturesong.com to find out more about us.



About the Role:



Join our banking transformation project to reinvent customer-centric sales and marketing. We're helping to build new experiences, leveraging digital marketing capabilities to be more customer centric focusing on CX/UX of a customer's banking experience.



We're seeking a customer experience strategist and planner who will be responsible for the redesign and development of the bank's digital sales funnel using journey design principles. You'll act as a trusted advisor to C-suite stakeholders, designing lifecycle strategies, implementing UX solutions, and embedding customer-centric operating models.



This role blends hands-on delivery with strategic advisory work. Example projects include:

Strategizing and planning of conversion rate optimization (CRO) experiments to improve click through and acquisition rates

Leading new experience journey design and plan for scalability across the bank

Building segmentation framework for clients



Key Responsibilities

Lead end-to-end redesign of customer journeys for sales/marketing funnels Map critical paths (e.g., loan applications, account onboarding) using UX methodologies Identify and eliminate journey friction points through data-driven insights Partner with clients to diagnose CRM maturity gaps and design transformation roadmaps. Deliver end-to-end customer journey optimizations (acquisition, retention, CLTV). Design and deliver owned channel campaigns with seamless execution. Advise on data governance, AI adoption, and omnichannel orchestration.


What We're Looking For:

6+ years in CRM, customer experience, or digital marketing with 3+ years in consulting (Big 4 or boutique CX firms). Expertise in lifecycle strategy, UX strategy, and analytics tools. Proven success delivering CRM or UX projects for clients in financial services, retail, or tech. Fluency in APAC market trends, privacy regulations (e.g., PDPA), and cultural nuances. Strong client-facing skills: storytelling, stakeholder management, and board-ready communication. * Bonus: Mandarin or Cantonese proficiency would be an additional bonus.