customer experience transformation manager @ deloitte digital

We are looking for a Customer Experience Transformation Manager to lead CX and customer transformation engagements end to end – from shaping the opportunity and winning the work, to running delivery and growing the client relationship.

What makes this role different is the combination: you lead engagements and client relationships, and you have a strong enough understanding of IT to make sure CX strategies, journeys and operating models actually get delivered through technology. You can hold a senior conversation with a CCO in the morning and challenge an enterprise architect or a CRM vendor in the afternoon.

You will lead work across customer strategy, journey and service design, service operations, CRM, conversational AI and customer operating models, mainly for clients in banking, insurance, energy, telecoms and other regulated or operationally complex sectors.

What You Will Lead:

• Running engagements across strategy, design, analysis and implementation.

• Bridging business and IT: turning target experiences into technology roadmaps, requirements and platform decisions.

• Building long-term client relationships that lead to follow-on and expanded work.

• Shaping and winning new CX and customer transformation engagements, including proposals and RFP responses.

During your tenure as a Customer Experience Transformation Manager, you will demonstrate and develop your ability to:

• Own engagement delivery end to end: plan, budget, quality, risks, scope changes and client satisfaction

• Define solution approach, scope, staffing, effort estimates and commercial input, including the technology view

• Lead diagnostics, customer research, journey mapping, service blueprinting and target operating model design

• Set the storyline and quality bar for key deliverables such as CX strategies, operating models, roadmaps, business cases and KPI frameworks

• Assess the client's CX technology landscape (CRM, contact center/CCaaS, IVR, conversational AI, CDP, digital channels) and shape target technology roadmaps with client IT and architecture teams

• Translate journeys and service blueprints into clear business and functional requirements, integration and data needs

• Act as the main counterpart for client sponsors (e.g. CCO, CXO, Head of Customer Service, Head of Digital), leading senior workshops and steering committees to drive decisions

• Bring a point of view and challenge clients constructively, backed by data, customer insight and benchmarks

• Lead and coach consultants, and contribute to reusable methods, GenAI-enabled ways of working and thought leadership

• Grow accounts by spotting follow-on opportunities during delivery, including implementation and assurance work

• Identify and qualify new opportunities, and lead proposals, RFP responses and client pitches

#WinningRequirements

To qualify for the role you must have:

• 5+ years of experience in management consulting, CX or customer transformation, with at least 2 years leading client engagements or major workstreams

• Proven track record in business development: proposals you wrote, shaped or led, and work you helped win

• Meaningful experience on customer-facing technology programs, on the business side, the IT side or both

• Deep hands-on experience in several of the following areas:

  • CX strategy, customer journey mapping and service design

  • Contact center, service operations and channel strategy

  • CRM platforms. 

  • Contact center/CCaaS, IVR or conversational AI platforms

  • Customer operating model and governance design

• Experience in banking, insurance, energy or telecoms is strongly preferred

• Strong executive presence and the ability to lead C-level and senior management conversations

• Strong understanding of enterprise IT: application landscapes, integration patterns and APIs, data, cloud and SaaS delivery - enough to work credibly with architects and vendors without being a developer

• Structured thinker and storyteller, with excellent presentation and written skills

• Commercial awareness: scoping, estimating and managing engagements against budget

• Experience in leading and developing consulting teams

• Excellent written and verbal communication in English

• Military obligations fulfilled, where applicable