Service Excellence-Consultant

ROLE:Consultant, Service Excellence

LOCATION: Bengaluru, Mumbai, New Delhi, Hyderabad

BUSINESS:Customer & Marketing

ENTITY:USI (India Offices of the U.S)

ABOUT THE TEAM (CSAD):Customer Strategy and Applied Design (CS&AD) offering, as part of Customer & Marketing portfolio, helps companies address the entire range of top management challenges including pursuing new growth opportunities, customer engagement and service strategies, channel strategies, pricing strategies, as well as marketing and sales strategies and efficiencies.

With extensive industry relationships and insights, we assist clients in identifying opportunities to optimize resources and maximize value across the entire customer journey, spanning various channels, customer segments, and experiences. Through testing and learning, we determine the most valuable path, whether it involves launching a new business, pricing a service, targeting a different customer group, or exploring a new channel. We aid clients in defining their future customer operating model, encompassing roles, processes, structures, and technology platforms, all aimed at generating business value. Our work positions us at the forefront of numerous complex and unique C&M deals, bringing a business value perspective to all aspects of C&M operations.

ABOUT Customer & Marketing:The Customer & Marketing offering portfolio integrates our most differentiated, globally recognized customer and marketing businesses. It focuses on owning the commercial agenda through growth strategy, enhanced user experiences, and engagement through the entire customer lifecycle.

JOB DESCRIPTION:We are seeking someone who possesses a unique blend of business strategy and ability to leverage modern technology solutions to help clients develop optimal customer service solutions; define value propositions and strategic imperatives that can drive topline (sales enhancement, customer growth, customer experience enhancement) and bottom-line improvements (operational efficiencies across people, process and technology). An ideal candidate will need to work in close collaboration with US teams to implement best-in-class solutions that generate significant impact for its clients, design customer journeys, service delivery models, customer experience, contact center operations, contact handling technologies, field service, omni-channel strategy, workforce management design and identify key performance indicators. This role demands a critical and strategic thinker who keeps abreast of emerging trends in business and customer service strategy and can work collaboratively with cross-functional teams to ensure seamless integration of solutions into broader business mandates.

KEY RESPONSIBILITIES:

1. Assess clients customer service and experience capabilities and work with key stakeholders to ideate the future of customer service organization including delivery model design, processes and technology landscape assessments to drive top-line and bottom-line improvement objectives.

2. Define and prioritize capabilities and initiatives across people, process and technology to get to the future state, including feasibility models, business case design etc.

3. Design and deliver the capabilities needed for modern, digitally enabled customer service capabilities including messaging apps, chatbots, texts (SMS), emails and social media platforms.

4. Improve operational efficiencies through process redesign and actionable, data-driven insights from service performance assessment.

5. Enable omni-channel customer service strategy through implementing comprehensive and integrated business and technical solutions.

6. Own and manage end-to-end service transformations (CCaaS, CAI, FSM etc.) from discovery to deployment stage including stakeholder management, requirement gathering, target state design, migration planning, testing strategy, change control and risk mitigation planning.

REQUIRED EXPERIENCE AND SKILLS

Deloitte is looking for an Experienced Practitioner to assist clients with building capabilities that helps them better understand the current state gaps and define the future state of their service functions. The ideal candidate shall possess deep content expertise around areas of customer service, contact center operations and field service management along with strong industry experience and good analytical skills to be part of the Service Strategy, Design and Measurement practice.

• : Experience in strategy consulting from consulting firms, Big 4 firms, experience within the Service Excellence and customer experience departments
• : across Insurance, Life Sciences, Telecommunication, Media & Technology, Banking preferable. Demonstrated understanding of the adoption of technology and its impact to future operating models and organizational structures preferable
• : Managing the pace and delivery of projects including coordination with key project stakeholders, reporting key findings and contributing to the wider business unit through business development, knowledge sharing and other activities
• : A strong foundation in delivering actionable, data-driven insights with good exposure on complex data sets, performing quantitative analysis and
• Synthesizing and presenting insights and recommendations from data

• : In addition to the core consulting and analytical skills, it is important that the candidate has post-masters experience in Customer Service domain:

• Experience in one or more of the following areas: customer and agent journey mapping, service delivery model design, customer experience improvement, Net Promoter Score (NPS), customer service operations (contact centers, field service) and technology, performance measurement, workforce management, omni-channel engagement, Conversational AI, Cloud communication platforms for customer engagement, speech analytics & automated quality management, case management, CRM systems

REQUIRED QUALIFICATIONS:

• MBA from a premier school in India or abroad
• 2 - 4 years for Consultants
• 4 – 7 years for Senior Consultants
• Preferred Qualification
• Exposure to working in non-India Geographies (preferably US) and/or interacting with global stakeholders

ABOUT DELOITTE: Deloitte is the brand under which independent firms throughout the world collgaborate to provide services in a geographic area. These firms are members of Deloitte Touch Tohmatsu Limited DTTL, a UK private company limited by guarantee. With 415,000+ people in over 150 countries, Deloitte member firms serve more than 80 percent of the world's largest companies as well as large national enterprises, public institutions, and successful fast-growing companies.

Deloitte in U.S. In the United States, the subsidiaries of Deloitte LLP provide the following services:

• Audit & Assurance
• Consulting
• Financial Advisory
• Risk Advisory
• Tax
• Deloitte Support Services India Pvt. Ltd

Enabling Areas (EA) at the U.S. India offices are the support arm of the organization and comprise several groups including Talent, Technology, Finance, Communications, Field Operations, etc. EA gives every client-service business unit access to the best and brightest resources when it comes to support services. More specifically, EA enables the business units to solely focus on satisfying clients and developing new products and services to sustain competitive advantage, while they consolidate and standardize a diverse collection of systems, processes, and functions. The team provides a wide array of services to the U.S and India professionals and is continually evaluating and expanding its portfolio.

HOW YOU'LL GROW: At Deloitte, we've invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. Deloitte University (DU): The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people's growth and development. Explore DU: The Leadership Center in India

BENEFITS: 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

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 that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte

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RECRUITING TIPS: From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

OUR PEOPLE & CULTURE: Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

OUR PURPOSE: Deloitte's purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact.

PROFESSIONAL DEVELOPMENT: From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.