Customer-CS&D-Service Strategy and Transformation-Manager

Summary
Position Summary
CustomerStrategy&Design|Service Strategy and Transformation - Manager

THE TEAM
The
Customer 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.

CustomerStrategyandDesign
(CS&D)offering,aspartofCustomerportfolio, helps companies address the entire range of top management challenges including pursuing new growth opportunities, customer engagement and service strategies, channel strategies, sales strategies and pricing strategies.

The
USI Service Strategy and Transformation team within CS&D
works in close collaboration with global teams to deliver significant impact for its clients, providing thought leadership and specialization in areas such as customer service delivery, agent experience design, contact center operations, service model designs, customer experience enhancement, contact handling technologies, field service, omni-channel strategy, workforce management strategy, quality management strategy, business process outsourcing strategy and service enablement (including AI, Gen AI, Agentforce technologies etc.)

WORKYOU'LL DO
As a Manager, you shall be responsible for leading engagements for CXOs and Service Leaders in defining the future of service strategies to drive cost efficiencies, while also identifying the operational capabilities and technologies required for delivering differentiated customer service experiences while optimizing cost efficiencies.Aspartofyourrole,youmayberequiredtoinclude, but not limited to:

• Assessclients' service strategy and service delivery model designs to informwhat good looks like, benchmarking against leading practices
• Improveoperationalefficienciesthroughprocessredesignand use of automation/AI as applicable, and creating prioritization roadmap including feasibility model/business case
• Re-define/assessservicecapabilities and tech stack,includingbutnotlimitedto contact center operations, Contact Center as a service (CCaaS) platforms, workforce management, field service technology platforms and other service delivery tools
• Additionally, youwilldrivecommercialgrowthbyleadingpracticedevelopment & eminence and acting as a key driver of proposals or other business development work in the Service Strategy and Transformation space and helping track operational metrics (utilization, project pipeline etc.)
• Youwillalsocontributetobuilding Service Strategyexpertise and driving thought leadership by creating and publishing solutions and methodologies, and building repeatable toolkits for use by project teams

Requiredexperienceand Skills

• Functionalexpertise:Experiencein customer service/experience strategy , service strategy projects at topconsultingfirms catering B2BorB2Cservice, covering service delivery model design, agent experience redesign, workforce management, and/or outsourcer/vendor management strategy; hands on experience leading large scale technology transformation across CRM and contact center ecosystem is a plus
• Industryexperience:Across Financial Services and Insurance, Life Sciences and HealthCare preferably.
• Project Leadership: Experience in leading consulting projects from inception to completion, ensuring high-quality delivery and client satisfaction, providing strategic advice and solutions.
• Team Management: Experience in managing and mentoring junior consultants, providing guidance and support to develop their skills and careers.
• Strategic Analysis: Ability to conduct in-depth analysis of client business challenges and opportunities, developing actionable insights and recommendations.
• Collaboration: Proven track record of working closely with senior leadership to align on and drive growth strategies
• Analyticalskills:Astrongfoundationindeliveringactionable,data-driveninsights with good exposure on complex data sets, performing quantitative analysis and

research(primaryandsecondary);synthesizingandpresentinginsightsand recommendations from data

Required Qualifications

• MBAfromapremierschoolinIndiaor abroad
• 6–8years post MBA experienceforManagers

Preferred Qualification

• Exposuretoworkinginnon-IndiaGeographies(preferablytheUS)and/orinteracting with global stakeholders

Howyou'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 experience learning same way. So, we provide a range of resources including live classrooms,team-basedlearning,andeLearning.DU:TheLeadershipCenterinIndia, 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
AtDeloitte,weknowthatgreatpeoplemakeagreatorganization.Wevalueour 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 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, andaware.Weoffercomprehensivewell-beingprogramsandarecontinuouslylooking fornewwaystomaintainaculturethat isinclusive,invitesauthenticity,leveragesour diversity, and where our people excel and lead happy lives. Learn more about Life at Deloitte.

CORPORATE CITIZENSHIP
Deloitte is led by a purpose: to make an impact that matters. This purpose defines whoweareandextendstotherelationshipsthatwehavewithourclients,ourpeople and our communities. We believe that business has the power to inspire and transform. We focuson education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture
Our 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 clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development
At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

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.

Requisition code: 303090