Deloitte Voice of Customer - Sr. Consultant in New York, New York
Specialist Master, 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 Specialist Master focused on CX Measurement, Voice of Customer you will:
Manage and 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
Manage, analyze and prepare the qualitative and quantitative data from feedback loops to create clear and compelling reports that drive action
Manage strong client relationships and help them identify needs around CX and data analysis
Lead 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
Customer Strategy & Applied Design
Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth 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 strategy, customer experience, digital strategy and innovation.
We deliver set of customer focused work:
Customer Strategy | Help clients build capabilities to better understand customer value drivers and make choices about the markets and segments they serve through digital, social, and mobile channels; optimize pricing decisions and shape the most strategic issues on the CMO agenda
Customer Experience | Help clients improve the quality, nature and power of interactions between the customer and the organization across the lifecycle of sales, marketing and service at each and every touch point.
Applied Innovation | Help clients rapidly design, prototype and launch new businesses and experiences, translating insights on human behavior from design-led methods into offerings and technologies that delight customers and drive growth
Digital Strategy | Help clients understand, envision and articulate digital as a business strategy aligned with their CEO s 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
Bachelor's degree and at least 4 years of business strategy consulting or other relevant industry experience, with focus on customer strategy, customer experience measurement, survey design, VOC analysis
3years in a technical or functional leadership role with a cross-functional VOC program with a leading brand
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
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the furture.
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
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.
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Category: Customer Relationship Management
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