Deloitte CONSULTANT, Customer Experience Measurement, Location Nationwide in Columbus, Ohio
Position: CONSULTANT, Customer Experience Measurement
Location: 100% Field-Based Travel
The Consultant at LRA by Deloitte is a field-based position that is responsible for leading quality-assurance examinations for various brand assurance programs for a hotel-specific client.
This is a project-based position.
We are looking for motivated, ambitious individuals who are looking to travel and work independently. The Consultant must have excellent judgment and analytical abilities, be well spoken, and have the ability to lead discussions with hospitality clients on business priorities in a friendly, helpful and professional manner. The Consultant will develop and deliver important summary presentations of evaluation findings to key client executives. In carrying out his/her duties, the Consultant will be expected to regularly exercise discretion and independent judgment. The business of LRA by Deloitte is to offer clients information and feedback regarding their customers experience. The Consultant is responsible for contributing to the development of, as well as providing, this high level advice and these recommendations to clients.
The Consultant will report to the assigned Senior Consultant and Operations Manager. Goals and objectives must align with LRA by Deloitte s core values: courtesy, professionalism, responsiveness and a devotion to client satisfaction.
Work You'll Do
Understand and contribute to the development of the client expectations and conduct the customer experience examinations to meet the unique expectations for their assigned client.
The Consultant must be well-versed in each client s business and specific client requirements, the details of the customer experience program, and the methods and procedures of LRA by Deloitte
Responsible for developing and producing accurate and consistent evaluations that include written reports in English
Exercise high level of judgment in evaluating the clients business operations and service, determining and recommending areas of improvement, and determining how to best communicate findings and recommendations
Utilize experience in hospitality industry to serve as a quality consultant for clients. Develop and deliver meaningful and accurate summary presentations of each evaluation finding to key property/location level executives. The Consultant must interact with property/location management to review assessment data and must independently recommend strategies and suggestions for improvement
Exercise initiative in formulating improvements in established LRA by Deloitte procedures. Provide recommendations to the Senior Consultant / Account Administrator to improve consultant tools, worksheets and training materials
Represent the company in important client meetings and interactions. Contribute to building strong client relationships through interactions with clients personnel in a professional manner and demonstration of industry and functional knowledge
Attend and contribute to team meetings and conference calls on a regular basis as deemed by the Senior Consultant / Operations Manager
Attend and contribute to client meetings and participate in client programs
Provide important quality-assurance information to clients, and use discretion to determine areas where the quality of the clients business operations can be improved
LRA by Deloitte is the leading global provider of Brand Protection and Customer Experience Measurement services for multinational companies with complex customer interactions. Our innovative brand standards field examinations, quality assurance inspections, mystery shopping programs, research, and consulting services have helped our clients provide consistent, memorable, and differentiated experiences to their customers. Many high-quality, global hospitality brands, as well as companies in the gaming, dining, healthcare, sports and entertainment, real estate, retail, and travel industries choose LRA by Deloitte to help them measure and improve the customer experience. Learn more about the LRA by Deloitte practice. at http://www2.deloitte.com/us/en/pages/risk/solutions/lra-by-deloitte-service-offerings.html
Category: Risk Management
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.