Key Skills

Job Description

Internship Details Period: 4 – 6 months Hours per week: 32 - 40 Location: Hybrid (ITO office, Amsterdam and work from home) Start date: February 2027 THE WORK Hi future changemaker in Consulting! Are you passionate about improving customer service and helping organizations rethink how they support their customers? As a Thesis Intern in the Service team at Accenture Song, you’ll explore how organizations can design and improve their customer service operations, processes, and ways of working. In this role, you will combine research and hands-on consulting experience. You will learn on the job by supporting client engagements, working alongside experienced consultants, and contributing to real transformation projects – while also writing your thesis on a topic that creates real impact. Team The Service Group focuses on the Customer Experience & Service Reinventions domain - the front line of how companies connect with their customers. Our consultants combine strategy, design, and technology to help global organizations deliver seamless, personalized, and intelligent service experiences. We are especially exploring how AI can revolutionize customer interactions, streamline service operations, and unlock new business models. YOUR ROLE As a thesis intern, your role will consist of two main focus areas: Research (Thesis) You will define and write your thesis within the customer service domain, combining academic research with practical insights from our projects. Consulting Support You will support consultants in their daily work, gaining exposure to real client challenges and transformation projects. Daily tasks Your daily tasks may include: Conducting research on customer service, digital transformation, and AI in service Exploring how AI can enhance customer service, for example: Supporting service agents Improving customer interactions Enabling more efficient service processes Presenting your findings to internal teams and, where relevant, clients Assisting in discovery phases, including fit-gap analyses of current service setups Supporting the preparation of workshops, presentations, and client deliverables Contributing to internal knowledge development and thought leadership Supporting business analysis activities, such as structuring problems and identifying improvement opportunities Mapping customer service processes and customer journeys Research You are free to define your own thesis topic within the service domain. Example directions include: AI in Customer Service: How can organizations use AI to improve customer interactions? Service Transformation: How can companies redesign their service operations for the future? Customer Experience Innovation: From reactive support to proactive, personalized service AI Adoption in Service: How willing are organizations to adopt AI in customer service? Future of Service Models: From traditional contact centers to AI-supported ecosystems We encourage you to bring your own ideas. Your research will ideally connect academic insights with real-world application. You can also bring thesis ideas related to the intersection of AI, digital experience, and service design - several previous interns have already completed theses in collaboration with clients and Accenture Consultants. What We Expect From You We expect the following qualifications and qualifications from an intern thesis: Enrolled in a Master’s program at a Dutch university Proactive and hands-on attitude Strong analytical and structured thinking skills Interest in consulting and advisory work Affinity with customer service (basic understanding of CRM/CCaaS is a plus) Interest in AI and its impact on customer service Independent working style with a curious and entrepreneurial mindset What Can You Expect From Us As a thesis intern, in addition to the opportunity to gain hand-on consultancy experience within Accenture Song, we would like to offer the following: Monthly internship compensation and laptop. A personal buddy within the organization. Access to Accenture’s global network of experts and AI resources. Hands-on consulting experience within Accenture Song. Participation in the Song Talent Factory – an intern program that connects you with peers across Song’s domains (Commerce, Design & Digital Product Creation, Marketing, and Customer Service). Song Talent Factory (STF) As part of this program, you’ll: Receive professional guidance to shape your career path. Collaborate on a real consulting project with other interns. Attend skill-building workshops and networking events. Join a vibrant intern community with social and learning activities. From building an app for coffee catch-ups to dinners after work, the Song Talent Factory will make your experience at Accenture Song even more enjoyable!

Core Responsibilities

Conduct thesis research on customer service, service transformation, and AI, connecting academic insights with practical applications. Support consultants on client engagements through analysis, process and journey mapping, fit-gap assessments, workshop preparation, presentations, and client deliverables.

Requirements

Applicants must be enrolled in a master's program at a Dutch university and demonstrate a proactive, hands-on, curious, and independent approach. Strong analytical and structured thinking, interest in consulting, customer service, and AI are expected; basic CRM or CCaaS knowledge is a plus.

Benefits

• Monthly Internship Compensation
• Laptop
• Personal Buddy
• Access to Global Network of Experts and AI Resources
• Professional Guidance
• Skill-Building Workshops
• Networking Events