Customer Strategy & Design | Service Strategy and Transformation - Manager

THE TEAM

The Customer Offering portfolio integrates our most differentiated, globally recognized customer and marketing businesses. It focuses on owning the commercial agenda through growth strategy, enhanced user experiences, and engagement through the entire customer lifecycle.

Customer Strategy and Design (CS&D) offering, as part of Customer portfolio, helps companies address the entire range of top management challenges including pursuing new growth opportunities, customer engagement and service strategies, channel strategies, sales strategies and pricing strategies.

The USI Service Strategy and Transformation team within CS&D works in close collaboration with global teams to deliver significant impact for its clients, providing thought leadership and specialization in areas such as customer service delivery, agent experience design, contact center operations, service model designs, customer experience enhancement, contact handling technologies, field service, omni-channel strategy, workforce management strategy, quality management strategy, business process outsourcing strategy and service enablement (including AI, Gen AI, Agentforce technologies etc.)  

WORK YOU’LL DO

As a Manager, you shall be responsible for leading engagements for CXOs and Service Leaders in defining the future of service strategies to drive cost efficiencies, while also identifying the operational capabilities and technologies required for delivering differentiated customer service experiences while optimizing cost efficiencies. As part of your role, you may be required to include, but not limited to:

-        Assess clients’ service strategy and service delivery model designs to inform what good looks like, benchmarking against leading practices

-        Improve operational efficiencies through process redesign and use of automation/AI as applicable, and creating prioritization roadmap including feasibility model/business case

-        Re-define/assess service capabilities and tech stack, including but not limited to contact center operations, Contact Center as a service (CCaaS) platforms, workforce management, field service technology platforms and other service delivery tools

-        Additionally, you will drive commercial growth by leading practice development & eminence and acting as a key driver of proposals or other business development work in the Service Strategy and Transformation space and helping track operational metrics (utilization, project pipeline etc.)

-        You will also contribute to building Service Strategy expertise and driving thought leadership by creating and publishing solutions and methodologies, and building repeatable toolkits for use by project teams

REQUIRED EXPERIENCE AND SKILLS

·        Functional expertise: Experience in customer service/experience strategy, service strategy projects at top consulting firms catering B2B or B2C service, covering service delivery model design, agent experience redesign, workforce management, and/or outsourcer/vendor management strategy; hands on experience leading large scale technology transformation across CRM and contact center ecosystem is a plus

·        Industry experience: Across Financial Services and Insurance, Life Sciences and HealthCare preferably.

·        Project Leadership: Experience in leading consulting projects from inception to completion, ensuring high-quality delivery and client satisfaction, providing strategic advice and solutions.

·        Team Management: Experience in managing and mentoring junior consultants, providing guidance and support to develop their skills and careers.

·        Strategic Analysis: Ability to conduct in-depth analysis of client business challenges and opportunities, developing actionable insights and recommendations.

·        Collaboration: Proven track record of working closely with senior leadership to align on and drive growth strategies

·        Analytical skills: A strong foundation in delivering actionable, data-driven insights with good exposure on complex data sets, performing quantitative analysis and

research (primary and secondary); synthesizing and presenting insights and recommendations from data

REQUIRED QUALIFICATIONS

·        MBA from a premier school in India or abroad

·        6 – 8 years post MBA experience for Managers

Preferred Qualification

·        Exposure to working in non-India Geographies (preferably the US) and/or interacting with global stakeholders

HOW YOU’LL GROW

At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people experience learning same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

BENEFITS

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.