Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Position Summary
Level: Manager
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
The team:
The Customer Strategy & Design (CS&D) team is a core part of Deloitte’s Customer portfolio, helping organizations reimagine customer engagement, drive growth, and enhance experiences across the lifecycle. We operate at the intersection of strategy, design, and digital transformation, bringing together strategists, designers, analysts, and industry experts.
We work with C-level leaders to tackle complex challenges—from launching new ventures and redefining go-to-market strategies to shaping omnichannel experiences and driving marketing, sales, pricing, and service excellence. Our strength lies in delivering executable strategies that balance long-term vision with practical implementation.
Partnering across industries, we ensure that our solutions deliver both measurable impact and meaningful customer outcomes, guiding clients from insight to execution.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 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
Good to Have Skills/Project Experience/Certifications:
Exposure to working in non-India Geographies (preferably US) and/or interacting with global stakeholders.
Education:
- MBA from a premier school in India or abroad
- 6 – 8 years post MBA experience for Managers
Location:
Bengaluru/Hyderabad