Deloitte Senior Client Experience Consultant in Mechanicsburg, Pennsylvania
The Human Capital Offering Portfolio focuses on helping organizations manage and sustain their performance through their most important asset: their people. Centered on five core issues, this Portfolio signifies to the market that we see Human Capital as a topic critical to the C-Suite. As we go-to-market we will show our clients that we serve more than HR organizations - from the CEO to CFO, Risk Manager to Business Unit leader-and that we deliver on our issues and help create value for our clients.
Human Capital As-A-Service
The Human Capital a s a Service ( HCaaS ) Asset Group brings together our products and capabilities into one integrated offering to create sustained relationships with our clients. Human Capital's Asset group will continue to evaluate and incorporate new products and operate services in our portfolio as we grow. We will help clients navigate the future through Human Capital People Analytics Suite , Workforce Assessment, Research & Sensing, among others .
We are looking for a Client Experience (CX) Senior Specialist to join our Analytics & Insights Solutions team to help us continue to set the standard for business applications used by Deloitte Human Capital clients and practitioners. This role will support the CX strategy and key CX activities across a defined asset portfolio and help develop new relationships across human capital consulting. This person will be expected to work closely with asset management and global consulting stakeholders to guide the selection and use of analytics solutions.
Based out of our US Delivery Centers in Orlando Florida, Gilbert Arizona or Mechanicsburg Pennsylvania, you will work with the Deloitte Consulting organization to design, develop and build solutions to help clients reimagine, reshape and rewire the competitive fabric of entire industries. If not local to one of these locations, we can help by providing relocation assistance depending on how far you are moving.
Our centers house a multitude of specialists, ranging from systems designers, architects and integrators, to creative digital experts, to cyber risk and human capital professionals. We are a unique blend of skills and experiences, yet we underline the value of each individual , providing customized career paths, fostering innovation and knowledge development with a focus on quality. The US Delivery Center supports a collaborative team culture where we work and live close to home with limited travel.
As part of HCaaS ' "in the service of" philosophy, the Senior CX Specialist will be responsible for the implementation of the client experience and engagement processes . T he right candidate will develop relationships throughout HCaaS , and across our Human Capital Offering Portfolio. You will be responsible for executing all aspects of the CX process, from pre-sales to delivery, as well as client relationship management and issues/risk management. The person in this role will have a deep knowledge of our assets and asset portfolio. Y ou will be responsible for cultivating and enabling the relationship between Deloitte and our clients . You will help generate ongoing impact and driv e lasting client success . You will :
Achieve detailed understanding of the client/client team's most important business and talent needs through skillful probing
Understand product/solution offerings in order to identify new opportunities for the client
Uncover upsell opportunities, e.g., other HCaaS assets
Represent client and act as a client advocate during and after an engagement
Fulfill on client services aligned to assigned asse ts , e.g., tech prod support, client feedback
Evaluate client engagement/utilization periodically and proactively recommend strategies and outreach activities to improve client engagement
Consider the client experience across the asset, services and outputs we deliver, and recommend ways to improve that experience
Conduct demos, as needed, for various assets
Lead/participate in client feedback discussions/after action reviews and coordinate with the CX lead to share feedback summary with relevant stakeholders
Proactively identif y opportunities for process/product enhancements and identif y ways to address the gaps
Support CX lead in periodically reviewing/updating websites/collaterals to reflect the most updated information
As needed, effectively collaborate with the delivery team to ensure we are meeting client expectations in terms of delivery timelines, product quality, etc.
Support the creation and delivery of quarterly business reviews, as needed
Provide delivery project support as needed
The key skills required are as follows:
Five ( 5 ) years of consulting and/or client support experience required
Three to five (3-5) years of experience working in HR or with HR practitioners
Exceptional written and verbal communication skills
Exceptional ability to probe, synthesize information, and present though t ful solutions
Strong conflict management and problem-solving capabilities
Ability to develop strong cross-functional relationships and influence without authority
Ability to work independently and under general direction with a strong sense of motivation to succeed
Must be detail-oriented with strong organizational skills
Must have high energy and flexibility to work effectively in a fast-paced environment
Proficient with Microsoft applications (Outlook, Excel, Word, WebEx, and PowerPoint)
Ability to interact with all levels of the client organization
Strong customer service focus
Experience with HR systems/technologies
Experience with global client delivery or project teams
Ideally, should be able to demonstrate the following competencies
Maintains composure when facing challenges
Has a positive work attitude that energizes others
Manages changing priorities with ease
Moves own work forward with limited direction
Learns while observing and can quickly apply new knowledge and skills
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.