Simran Verma
Accenture Strategy | IIM Indore ‘24 | NielsenIQ | VIT Vellore \'21
- Role
- Management Consulting Analyst at Accenture
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Simran Verma
I’m a CX transformation consultant at Accenture Strategy & Consulting, working at the intersection of customer experience, technology, and strategy. I help organisations reimagine customer journeys, modernise contact centres, and design scalable digital service solutions across industries and geographies.With a strong foundation in CX strategy and project management, I’ve co-delivered end-to-end transformations for global clients - including banks and real estate firms in the Middle East, luxury retail brands across the US and Europe, as well as organisations in healthcare and utilities. My work often involves stepping into complex environments and turning ambiguity into structured, actionable journeys.I enjoy getting into the details that actually make experiences work - redesigning service processes, shaping conversation flows that feel intuitive rather than scripted, and increasingly, exploring how agentic AI can augment customer service when grounded in the right data, integrations, and decision logic.Before consulting, I worked as a software engineer at NielsenIQ and Samsung R&D, which helps me bridge business intent with what’s technically feasible. That background allows me to think holistically about platforms, workflows, and AI-enabled experiences - not just what looks good on a slide, but what works in practice.I thrive where technology, creativity, and business come together. With a strong interest in human-centred psychology and design, I bring a balanced, systems-level perspective to problem-solving - one that blends structured thinking with empathy.What I work on most often:• CX & Contact Center Platform Strategy and Transformation• Customer Journey Mapping & Service Design• Process Redesign & Operating Model Thinking• Conversation Design & Routing Strategies• Agentic AI Concepts for Customer Service• Storyboarding & Experience Narratives• Project Management, Governance & Vendor Assessments• Value Architecture & Business Case Development
Experience
Management Consulting Analyst
May 2024 — Present · Gurugram, IN
Education
Vellore Institute of Technology
Bachelor of Technology, Computer Science
Vellore Institute of Technology
Bachelor of Technology - BTech, Computer Science
Indian Institute of Management, Indore
Master of Business Administration - MBA
Dr. Virendra swaroop education centre
Science
2010 — 2017
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