Consultant, CX Measurement
Are you a 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 through customer transformation initiatives by combining data, technology and strategy? 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 Consultant focused on Customer Experience Measurement in our practice you will:
Work with senior team members to carry out the design, build, and management of CX feedback tools
Closely support client relationships in the acquisition of business requirements to meet program objectives
Lead discovery-related conversations, workshops, and associated deliverables for stakeholders
Anticipate client needs and formulate solutions to client issues
Maintain responsibility for completion and accuracy of work products
Develop your skills through training courses, mentoring, and daily interaction with clients
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 to help uncover root causes of customer pain points and strengths that are driving positive experiences. Help create sustainable and repeatable approaches to delivering 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 2+ years in a technical or functional consulting role or other relevant industry experience
Proven ability to effectively prioritize workload and meet deadlines
Experience managing client relationships
Proven skills demonstrating strong judgment, problem-solving, and decision-making abilities
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
Ability to travel up to 80%
Prior professional experience in customer experience transformation through a SaaS implementation
VOC SaaS Certifications (Medallia, MaritzCX, Qualtrics, Salesforce, etc.)
Experience applying human centered design and innovation frameworks to transform customer experience
Prior professional experience supporting federal clients
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.
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