USI Client Experience – Experience Specialist
Level: Assistant Manager, Level 4
About the USI Client Experience program
The USI Client Experience program is a strategic offering to support account teams strategize, design, plan, and deliver experiences for clients to meet the objectives of their visit to USI.
This team manages the strategic design, implementation, and optimisation of client experience programs and initiatives the ensures a best-in-class client experience during their visit to USI. They specialize in executing client visits by taking over key activities like logistics, content coordination, creative services, communications, event coordination, etc., allowing the account team to focus on messaging and delivery.
About the role
As an Experience Specialist, you will be responsible for putting together a memorable experience for clients during their visit to the Deloitte USI offices. You will act as a primary point-of-contact for account teams and support teams for visit requirements, coordinating the end-to-end experience of client visits in USI to deliver a seamless journey.
Key responsibilities
Client visit support activities
- Act as a primary point-of-contact for account teams for overall visit experience
- Support the Client Experience Manager in the planning and execution of client visits and events
- Work with the Client Experience Coordinator to monitor incoming requests for tiering of support
- Follow the laid-out process and deploy the right resources to support each client visit
- Collaborate with support teams to ensure service requests are being delivered
- Provide solutions and negotiate service conflicts (e.g., meeting space) with account teams to ensure critical visit requirements and expectations are met
- Build effective relationships with support teams to ensure the best results for the processes and deliverables are well executed
- Be the liaison for vendors and account teams for requirements that need procurement—educate, advise and help account team navigate the process for responsibilities that they own
- Work daily with support teams to understand changing visit requirements in detail and manage the analysis and input of those requirements into our client visit management system (Captivate) to enable the support teams to effectively deliver services
- Participate in scoping/planning calls to determine experience, content and research needs for the visit
- Collaborate with account teams and USI CX experience lead to draft an agenda with a holistic client experience in mind
- Collaborate with appropriate teams in the organization including Talent, Core Research, Sales Excellence, and other CoEs within CMG to curate relevant content that serve visit goals
Continuous improvement activities
- Monitor and analyze data to identify trends and track the impact of client experiences at USI
- Review feedback dashboard periodically to identify and execute improvements to experience, in collaboration with support teams
- Facilitate continuous improvement and innovation for ways in which services can be improved, targeting standardization, efficiency and quality
- Support the Client Experience Manager in preparing periodic reports to be shared with leadership and conduct feedback reviews with support teams
- Curate and maintain best practices to add to the library for future visits
- Provide insights and recommendations for service improvement to the Client Experience Manager and Lead
Required qualifications:
- Have big picture thinking for improved and enhanced efficiency
- Practice innovative mindset to provide value-added suggestions and/or alternate ways of doing things
- Work on tight deadlines with agreed SLAs. Prioritize tasks, work on multiple assignments, manage ambiguity, and meet deadlines
- Build relationship with key stakeholders and provide regular progress reporting to internal stakeholders
- Be flexible and adaptable to dynamics of the process and practice professional behavior at work
- Work both independently and as part of a team with professionals at all levels
- Sound strategic-thinking skills with an ability to effectively collaborate with team members
Professional qualifications, work location and timings
- Academic qualification: Bachelor’s degree
- 6 – 8 years of relatable experience
- Location: Hyderabad. Hybrid work week (flexible to travel as per business need and work across diverse time zones and geographical regions in India)
- Work timing: 11:00am to 08:00pm regular. Flexible/alternate work hours based on the client visit requirement
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