Job Specs
What impact will you make?
Customer Experience Transformation Manager @ Deloitte Digital
#DiscoveringDeloitte
At Deloitte, the spirit of the excellence is part of our DNA. We strive to hire the brightest minds from all around the globe, allowing us to excel in both long-term strategic thinking and business improvement implementation as the undisputed global leader in professional services.
Our culture is rooted in profound shared values. Our values guide us as we live our purpose to serve our clients with quality and distinction, inspire our people to work collaboratively to deliver value, actively contribute to society, and lead the profession by challenging ourselves to do what matters most. Deloitte’s values are what unite us across cultures and geographies, and ultimately help us earn the trust and respect of our people, clients, and society.
We believe that our differences enable us to #makeanimpactthatmatters.
#ChooseDeloitteIf:
- You want to work with inspiring, ambitious, and supportive people with diverse geographical and academic backgrounds and extensive skills;
- You get excitement by accomplishing tasks in a challenging, fast-paced environment;
- You like to nurture people and share your knowledge with others.
#YourRole
We are looking for a Customer Experience Transformation Manager to lead CX and customer transformation engagements end to end – from shaping the opportunity and winning the work, to running delivery and growing the client relationship.
What makes this role different is the combination: you lead engagements and client relationships, and you have a strong enough understanding of IT to make sure CX strategies, journeys and operating models actually get delivered through technology. You can hold a senior conversation with a CCO in the morning and challenge an enterprise architect or a CRM vendor in the afternoon.
You will lead work across customer strategy, journey and service design, service operations, CRM, conversational AI and customer operating models, mainly for clients in banking, insurance, energy, telecoms and other regulated or operationally complex sectors.
What You Will Lead:
- Running engagements across strategy, design, analysis and implementation.
- Bridging business and IT: turning target experiences into technology roadmaps, requirements and platform decisions.
- Building long-term client relationships that lead to follow-on and expanded work.
- Shaping and winning new CX and customer transformation engagements, including proposals and RFP responses.
During your tenure as a Customer Experience Transformation Manager, you will demonstrate and develop your ability to:
- Own engagement delivery end to end: plan, budget, quality, risks, scope changes and client satisfaction
- Define solution approach, scope, staffing, effort estimates and commercial input, including the technology view
- Lead diagnostics, customer research, journey mapping, service blueprinting and target operating model design
- Set the storyline and quality bar for key deliverables such as CX strategies, operating models, roadmaps, business cases and KPI frameworks
- Assess the client's CX technology landscape (CRM, contact center/CCaaS, IVR, conversational AI, CDP, digital channels) and shape target technology roadmaps with client IT and architecture teams
- Translate journeys and service blueprints into clear business and functional requirements, integration and data needs
- Act as the main counterpart for client sponsors (e.g. CCO, CXO, Head of Customer Service, Head of Digital), leading senior workshops and steering committees to drive decisions
- Bring a point of view and challenge clients constructively, backed by data, customer insight and benchmarks
- Lead and coach consultants, and contribute to reusable methods, GenAI-enabled ways of working and thought leadership
- Grow accounts by spotting follow-on opportunities during delivery, including implementation and assurance work
- Identify and qualify new opportunities, and lead proposals, RFP responses and client pitches
#WinningRequirements
To qualify for the role you must have:
- 5+ years of experience in management consulting, CX or customer transformation, with at least 2 years leading client engagements or major workstreams
- Proven track record in business development: proposals you wrote, shaped or led, and work you helped win
- Meaningful experience on customer-facing technology programs, on the business side, the IT side or both
- Deep hands-on experience in several of the following areas:
- CX strategy, customer journey mapping and service design
- Contact center, service operations and channel strategy
- CRM platforms.
- Contact center/CCaaS, IVR or conversational AI platforms
- Customer operating model and governance design
- Experience in banking, insurance, energy or telecoms is strongly preferred
- Strong executive presence and the ability to lead C-level and senior management conversations
- Strong understanding of enterprise IT: application landscapes, integration patterns and APIs, data, cloud and SaaS delivery - enough to work credibly with architects and vendors without being a developer
- Structured thinker and storyteller, with excellent presentation and written skills
- Commercial awareness: scoping, estimating and managing engagements against budget
- Experience in leading and developing consulting teams
- Excellent written and verbal communication in English
- Military obligations fulfilled, where applicable
#AboutTechnology & Transformation
Six core competency areas make up our Technology & Transformation service line:
- Cyber;
- Deloitte Digital;
- Engineering, AI & Data;
- Human Capital;
- Enterprise Technology & Performance;
- Finance Transformation.
We exist to solve complex problems
Our consultants are renowned for their straightforward approach to solving some of the world’s largest and most complex business challenges. Each member of our Technology & Transformation team is energized by the challenge a seemingly inscrutable problem presents. Our distinctiveness lies in our refusal to accept a problem at face value - we draw on the depth of our shared insight to ask the right questions, and it’s these questions that uncover answers - answers with impact.
We are committed to collaboration
Our role is to unlock potential for growth and innovation. We believe this requires real collaboration – with our own networks and with our clients. It’s why we commit to truly getting under the skin of our client’s needs, developing a full appreciation for their environment, goals and ambitions. We’re also unafraid to challenge. In so doing, we build long-term and trusted affinities.
We create long-term, sustainable impact
We often work hand-in-hand with our clients to help find the right solution and to help apply that solution. Our aim is to leave behind ambassadors who are equipped to continue the transformation we began. For us, it’s about embedding sustainable change, allowing the impact of our insight to be felt for a long time to come.
WHY DELOITTE
At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential. We value difference, and embrace people with diverse backgrounds and thinking styles. Knowing that people work best in different ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated.
ABOUT DELOITTE
Our services
Deloitte offers Global professional services that include Audit, Risk Advisory, Tax, Consulting and Financial Advisory. Our approach combines insight and innovation from multiple disciplines with global business and industry expertise to help our clients excel anywhere in the world.
We deliver outstanding impact on the reputation and success of our clients, in Greece and globally. In pursuing this we contribute to a sustainable and prosperous society, and are firm believers in the positive impact business can and should have on the world it operates within.
Our Purpose
Our purpose, “To make an impact that matters for our clients, our people and society “- defines who we are and what we stand for. This is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.
Our values
At Deloitte we foster a collaborative culture where talented individuals can produce their best work. We value innovative thinking, diverse insights and a genuinely distinctive level of customer service. We value difference, with respect at the heart of our inclusive culture, and we support agile working arrangements.
Our talent experience
From day one at our firm, practitioners are part of a community. Our development and career progression framework will help them develop the skills and capabilities to succeed. The wellness of our people and the ability to offer agile working arrangements is at the centre of our unique talent experience. We create a workplace that encourages collaboration, creativity, inclusiveness to ensure our staff are supported, encouraged and feel a sense of purpose and meaning in what they do each day.
Sounds like the sort of role for you? Apply now.
This document has been prepared by Deloitte Business Solutions Societe Anonyme of Business Consultants, Deloitte Certified Public Accountants Societe Anonyme and Deloitte Alexander Competence Center Single Member Societe Anonyme of Business Consultants.
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