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 experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, agency, 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: Consultant/Senior Consultant
As an experienced Consultant, you will be responsible for individually delivering high quality work products within due timelines. Need basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements. This role is primarily US client facing (USI delivery model); strong written and verbal English communication and comfort engaging with global stakeholders is a baseline requirement.
Work you'll do:
· Shape advertising, media, and customer engagement strategies that help clients accelerate growth, improve marketing effectiveness, optimize investment allocation, and build future-ready, technology-enabled media operating models.
· Advise senior client stakeholders on media transformation agendas, integrating AdTech, AI, data, and operating model redesign to align media capabilities with broader business and digital transformation objectives.
· Partner with global leaders and cross-functional teams to design target operating models, governance structures, transformation roadmaps, and capability-building strategies that enable scalable, data-driven marketing organizations.
· Lead AI-enabled customer experience and advertiser support transformation programs for global technology and digital advertising clients, helping evolve traditional support functions into predictive, intelligence-led service ecosystems.
· Serve as a strategic advisor on Google Ads and digital advertising effectiveness, providing guidance on platform optimization, campaign performance, measurement frameworks, advertiser experience, and emerging AI-powered advertising solutions.
· Evaluate and shape AI-first support models by assessing copilot recommendations, diagnostic workflows, knowledge retrieval frameworks, automation opportunities, and decision-support capabilities to improve accuracy, efficiency, and customer outcomes.
· Analyze advertiser behavior, support demand drivers, campaign performance trends, and operational insights to identify systemic improvement opportunities, inform business decisions, and drive scalable transformation initiatives.
· Collaborate with Product, Policy, Operations, Quality, Training, and AI teams to influence product enhancements, improve service delivery models, strengthen governance frameworks, and establish continuous feedback loops between customer experience and platform development.
· Develop executive-level deliverables including transformation strategies, operating model recommendations, AI adoption frameworks, governance structures, KPI architectures, business cases, and C-suite presentations that drive strategic decision-making and organizational change.
· Identify emerging trends across digital advertising, AI, customer support, and media operations, translating market insights into actionable strategies that enhance client competitiveness and long-term value creation.
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:
• Deloitte is looking for an experienced practitioner with 3–7 years of experience across media/advertising, Google Ads platform support, performance marketing operations, or advertiser support transformation, including hands on exposure to complex Google Ads troubleshooting or advisory work.
• Professional experience: Demonstrated experience in strategy consulting (MBB, Big 4, boutique) OR a senior media/advertising function role (Google Ads & Performance Marketing, Media Strategy & Transformation, Advertiser Growth & Campaign Optimization, AdTech Strategy, Paid Media Operations & Platform Enablement, Media Measurement & Attribution Strategy, Customer Acquisition & Media Effectiveness, AI Enabled Advertising & Media Operations). Candidate must be able to show evidence of independently delivering structured, client ready outputs: frameworks, strategy decks, operating model assessments, or business cases.
• Experience in media strategy, digital advertising, customer experience transformation, AdTech consulting, Media strategy, or AI enabled operations within a consulting firm, technology company, platform ecosystem, or digital media organization.
• Strong understanding of digital advertising and media ecosystems, including campaign optimization, advertiser support operations, customer engagement strategies, performance marketing, AI driven media products, and platform-based customer journeys.
• Advanced hands-on understanding of Google Ads products and advertiser workflows across Search, Performance Max (PMax), YouTube, Display, Shopping, Merchant Center, bidding, audiences, conversion measurement, GA4/GTM, attribution diagnostics, billing, and Ads policy ecosystems.
• Experience supporting advertisers, agencies, or media operations teams with L2/L3 style case triage, escalation handling, campaign delivery issues, policy appeals, account performance challenges, billing concerns, or platform adoption barriers.
• Strong familiarity with digital advertising operations and media performance metrics including ROAS, CPA, CTR, conversion lift, attribution, pacing, budget optimization, campaign diagnostics, and advertiser growth levers.
• Ability to translate complex Google Ads platform issues and recurring support defects into advertiser guidance, internal resolution paths, quality improvements, product/process recommendations, and AI enabled support strategies.
• Experience collaborating with advertisers, agency teams, media planners, account managers, product specialists, or customer success stakeholders in fast paced digital advertising environments.
• Experience working on strategy and transformation initiatives involving AI enabled support operations, operating model design, process optimization, customer experience improvement, or digital transformation programs.
• Familiarity with AI assisted advertising workflows, automated bidding, AI generated recommendations, agent assist tools, and GenAI enabled support operations, including the ability to identify inaccurate, incomplete, outdated, or policy risky AI guidance.
• Preferred certifications: Google Ads Search, Google Ads Measurement, Google Analytics 4 (GA4), Google Tag Manager, Campaign Manager 360, DV360, or equivalent digital media/platform certifications.