B2B Customer Service Practitioner, Song Service

CompanyAccenture UK & Ireland

LocationLondon, England, United Kingdom

Posted At3/6/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (31.0%).

Occupation Type

Other vocational and industrial trainers

Occupation Code Skill LevelMedium Skilled

Sponsorship EligibilityIneligible for Sponsorship

Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.

Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Accenture UK & Ireland. For the most up-to-date job details, please visit the official website by clicking "Apply Now."

Description

L7

London. Manchester, Edinburgh

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

As a team:

Song Service:

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers – across the B2B landscape

The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front-office.

As part of the Song Service team, you will:

Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises

Work with famous brands and household names – no worrying about how to explain what you do to your family again!

Support clients to define a customer-first mindset, helping them shape their business and operating models

Redefine customer journeys and personalise interactions to create significant and consistent experiences

Be at the forefront of physical and digital engagement models to give their customers a seamless service model

Re-invent the customer ‘ecosystem’ as products / services spread across organisations

Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions

Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services

Deepen your practitioner knowledge in areas such as Agentic AI and human-centred design

Shape and help deliver integrations of cloud-based AI-powered customer platforms (e.g. Salesforce, Microsoft Dynamics, ServiceNow, AWS)

Work with and learn from high-performing individuals across Accenture’s Global Network with varied specialisations who are passionate about helping organisations champion the customer

You'll learn, grow and advance in an innovative culture that thrives with shared success and enables boundaryless opportunities that can drive your career in new and exciting ways. If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

In this role your responsibilities will be to:

Lead high-performing teams and hold critical roles in large-scale transformational programmes for clients

Spend most of your time working on client projects and/or sites, delivering a project, and working alongside Song Service Leadership to broaden our client base and delivery scope

Become a trusted advisor and build meaningful relationships with senior client leadership

Design and deliver compelling customer propositions

Provide line management to more junior team members

Lead clients through the design and adoption of AI‑powered experiences, connecting strategy, data, technology, and creative execution.

Work with Accenture teams to bring innovative solutions and new ideas to our clients to challenge their existing ways of working and strengthen Accenture’s brand and position

Collaborate globally with Accenture’s Global Network to add further value and enhance delivery

Contribute to the Service Practice with extracurricular activities, including developing Thought Leadership

Undergo regular training to remain at the forefront of emerging trends and technologies

Experience Required

The most important thing for us is that you display the right attitude. We would like you to actively contribute to our community and clients as practitioners, think logically and analytically to solve problems and engage others. We want you to be driven to develop yourself and others, as well as having a ‘big picture’ understanding of customer service trends.

As well as the above, you should have strong experience/expertise in one or more of the following areas:

Content

‘Multi-channel’ experience of future-state B2B customer propositions, covering service across various channels (e.g. online, telephony, app, portal etc.)

Working understanding of how CX can drive business value and ability to build and deliver a C-Suite value narrative

Advanced B2B CX Measurement including Customer Lifetime Value (CLV), value-based segmentation, and Customer Success models

B2B Service Operations capabilities, spanning people, process, and systems

Defining B2B customer service strategies, leveraging cloud platforms

Defining new propositions / business models for B2B engagements

Delivery

Ability to operate at all stages of a project/programme lifecycle, from proposal through to full programme delivery and experience managing risks and working with senior stakeholders

Experience owning end-to-end workstreams, managing project timelines and resource, ensuring project milestones are met. Ensures all appropriate reporting is in place.

Understanding of Agile techniques and frameworks and experience in leading Agile teams to drive value for customers and improve business performance

Ability to translate business challenges into AI‑enabled solutions that improve service performance, automate key workflows, and enhance both agent and customer experience.

Skills & Industry Experience

Possess strong analytical, problem-solving skills and be able to utilise continuous improvement techniques

Strong interpersonal skills, with the ability to influence senior stakeholders

Strong leadership skills, with proven experience in providing line management and performance management for more junior team members

Experience with the delivery of B2B Customer Service across segments (SOHO, SMB, Mid-Market, Enterprise)

Experience with the deal economics of selling/delivering professional services work

Experience in one or more of the following industries: Financial Services, Health and Public Sector and Communications Media & Tech

Set yourself apart:

Experience working on B2B customer strategy or in B2B clients / programmes

Experience in owning and managing business outcomes

Be certified in a major B2B customer platform (e.g. Salesforce, ServiceNow, AWS, etc)