Deloitte Senior Consultant, Voice of Customer in Arlington, Virginia

Senior Consultant, Voice of Customer

Are you a customer experience professional that loves to be on the cutting edge, thinking about ways organizations and governments can become more citizen-centric in accomplishing their missions? Do you have experience supporting organizations in customer focused initiatives by combining strategy, technology, data, and design? Do you believe that digital technology has the power to make the world more connected and informed, as well as offer new answers to the government s most complex challenges? If so, Deloitte is the place for you! Help bring the power of Customer Strategy and Applied Design to our Government and Public Service clients and transform how they engage with their users. A career within our growing practice will offer you unique exposure to consulting capabilities, industry expertise and trusted methodologies, as well as cutting-edge creative prowess.

Work you ll do

As a Senior Consultant focused on Customer Experience Measurement you will:

  • Deliver consistent, high-value services on a cross-section of complex customer and citizen centric projects

  • Design, build, and manage CX feedback tools (e.g. Medallia, Qualtrics, InMoment) to gain valuable customer insights

  • Analyze and prepare the qualitative and quantitative data from feedback loops to create clear and compelling reports that drive action

  • Maintain strong client relationships and help them identify needs around CX and data analysis

  • Support the CX Organizational Roadmap with insights that aid in prioritizing initiatives that deliver the most value to the organization

  • Display breadth and depth of knowledge regarding functional and technical issues

The team

Customer Strategy & Applied Design, Government and Public Service practice

Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer engagement strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. Our team of professionals has deep capabilities in Customer Experience Transformation, Customer Experience Measurement, Voice of the Customer Analytics, Voice of the Customer Technology Implementation within the Government and Public Service market. Our Customer Experience Measurement team delivers a set of customer focused work:

  • Customer Experience Transformation Design | Help clients build capabilities to better understand customer and citizen value drivers and make choices about how to best serve the markets and segments through digital, social, and mobile channels; optimize program and service decisions and shape the most strategic issues on the customer and citizen engagement agenda

  • Customer Experience Measurement | Help clients improve the quality, nature and power of measurement tools that capture sentiment of customer, citizen and the organization at each and every touch point.Inform survey architecture and questionnaire design

  • Voice of Customer Analytics | Help clients create analysis and analytical programs the help uncover the root causes of customer pain points and the strengths that are driving positive experiences.Help create sustainable and repeatable approaches to delivery insights on an ongoing basis

  • Voice of Customer Technology Implementation | Help clients understand, envision and articulate VOC/EFM Technology as a critical tool set aligned with their organization s mission and agenda and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent; implement EFM tools and help clients drive the best results from their tools

Q ualifications

Required:

  • Bachelor's degree and 5 years of business strategy and consulting experience

  • 3 years of technical and functional team lead role with VOC experience

  • Excellent market research methodology knowledge

  • Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior

  • Ability to work cross functionally and support multiple projects at the same time

  • Impactful oral and written communication skills

  • Action-oriented, customer-focused, with effective prioritization, goal-setting and project management skills

  • Must be able to obtain and maintain required clearance for this role

Preferred:

  • Previous professional services or consulting experience

  • Experience applying human centered design and innovation frameworks to transform customer experience

  • Experience supporting a large commercial VOC Program for a leading brand

How you ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home

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. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html

Deloitte s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire 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 s impact on the world. at http://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-corporate-citizenship.html

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you re applying to. Check out recruiting tips from Deloitte professionals. at http://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html

Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.