Deloitte Consultant, Customer Experience in Arlington, Virginia

Consultant, CustomerExperience

Areyou passionate about helping clients improve their customer experience? Do youhave what it takes to execute research methods to help transform servicequality? Our consultants are highly skilled in one or more discipline of design(e.g. communication, product, service, and interaction). They are focused onusing the human-centered design process to solve problems for our government clients . A career within our growing CustomerStrategy and Applied Design practice will offer you unique exposure toconsulting capabilities, industry expertise and trusted methodologies, as wellas cutting-edge creative prowess. Apply today!

Workyou ll do

As a CX Consultant in our practice you will:

Perform market analysis and customer segmentation

Conduct secondary research into areas relevant to client challenges (start-ups, competitors, trends, emerging technologies, etc.)

Choose and execute research methods to employ from a broad toolkit (ethnography, in-depth interviews, user experience testing of conceptual prototypes)

Write research screeners based on chosen target specifications

Select and utilize the best research analysis techniques for a given project

Synthesize and communicate research insights and findings in compelling and immersive ways

Plan and facilitate client workshops

Create design artifacts such as personas and journey maps

Write proposals and qualifications statements

The team

Our Customer Strategy & AppliedDesign team focuses on helping clients discover, design, and prototype customergrowth strategies and innovation portfolios to create and drive change in adigital world. We bring knowledge and offerings to uncover the behaviors,motivations and preferences of our clients customers and develop newexperiences for them. Our team of professionals has deep capabilities instrategy, customer experience, digital strategy and innovation within theGovernment and Public Service market.

We deliver set of customer focusedwork:

Customer Strategy | Help clients buildcapabilities to better understand customer and citizen value drivers and makechoices about how to best serve the markets and segments through digital,social, and mobile channels; optimize program and service decisions and shapethe most strategic issues on the customer and citizen engagement agenda

Customer Experience | Help clientsimprove the quality, nature and power of interactions between the customer,citizen and the organization across the lifecycle of awareness, engagement andservice at each and every touch point.

Applied Innovation | Help clientsrapidly design, prototype and launch new businesses, programs and experiences,translating insights on human behavior from design-led methods into offeringsand technologies that delight customers and drive mission success

Digital Strategy | Help clientsunderstand, envision and articulate digital as a strategy aligned with theirorganization s mission and agenda and then craft a plan to embed everythingthey do with the latest technology solutions and business models to compete inthe marketplace for customers and talent



Master sdegree in a relevant field (business, design, research)

ORrelevant experience (3 years) with user experience, service design, designthinking, design research, business design, or customer experience

Demonstratedexperience as a client-facing advisor

Experienceworking with large amounts of data from disparate sources

Abilityto travel a minimum of 50%

Abilityto obtain and maintain a security clearance as needed


Previousprofessional services or consulting experience

Experiencein a traditional design discipline (Architecture, Industrial Design, GraphicDesign, Interaction Design)

Howyou ll grow

At Deloitte, our professionaldevelopment plan focuses on helping people at every level of their career toidentify and use their strengths to do their best work every day. Fromentry-level employees to senior leaders, we believe there s always room to learn.We offer opportunities to help sharpen skills in addition to hands-onexperience in the global, fast-changing business world. From on-the-job learning experiences toformal development programs at Deloitte University, our professionals have avariety of opportunities to continue to grow throughout their career. Explore Deloitte University,The Leadership Center. at


At Deloitte, we knowthat great people make a great organization. We value our people and offeremployees a broad range of benefits. Learn more about whatworking at Deloitte can mean for you. at

Deloitte s culture

Our positive andsupportive culture encourages our people to do their best work every day. Wecelebrate individuals by recognizing their uniqueness and offering them theflexibility to make daily choices that can help them to be healthy,centered, confident, and aware. We offer well-being programs and arecontinuously looking for new ways to maintain a culture where our people exceland lead healthy, happy lives. Learnmore about Life at Deloitte.

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Deloitte is led by apurpose: to make an impact that matters. This purpose defines who we are andextends to relationships with our clients, our people and our communities. We believe that business has the power toinspire and transform. We focus on education, giving, skill-based volunteerism,and leadership to help drive positive social impact in our communities. Learn more about Deloitte simpact on the world. at

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Category: Management Consulting

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