Deloitte Specialist Leader, Voice of Customer (VOC) in Arlington, Virginia

Specialist Leader

Are you a leader 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 leading organizations through customer transformation 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 Specialist Leader focused on Customer Experience Measurement you will:

  • Organize and deliver services on a cross-section of complex customer and citizen centric projects

  • Maintain responsibility for the development of business and vendor relationships

  • Lead pursuit teams focused on new opportunities, and lead major aspects of the proposal development process

  • Lead day-to-day interactions with executive clients and Deloitte team

  • Establish relationships in strategic client positions; negotiate, lead, and facilitate these relationships

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

  • Coach, lead and support delivery teams and staff

  • Provide input and actively participate in recruitment and retention activities

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



  • Bachelor's degree and at least 15 years of business strategy consulting or other relevant industry experience, with focus on customer strategy, customer experience measurement, survey design, VOC analysis

  • 10 years in a technical or functional leadership role with a cross-functional VOC program with a leading brand

  • Experience mentoring and coaching others

  • Proven experience leading multiple simultaneous projects

  • Proven leadership skills demonstrating strong judgment, problem-solving, and decision-making abilities

  • Experience managing senior-level client relationships

  • Experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)

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


Previous professional services or consulting experience

Ph.D or related competency in research methods

Experience applying human centered design and innovation frameworks

Experience leading 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


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

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Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see 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.