#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 enterpris