Consultant, Service Advisory, Deloitte Digital

Do you want to help diverse organisations to implement effective and efficient customer service transformation strategies, thinking creatively to solve client issues? Deloitte Digital is building a team of talented individuals to deliver impactful customer service transformation. If you have experience in designing and implementing effective strategies, optimising service delivery, and leveraging technology, this could be the role for you.

At Deloitte Digital, we connect technology with creativity to deliver better outcomes for both our business and the clients we work with. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society. We are a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast.

We are looking for people who are passionate about service transformation; bring out the best in others, and can adapt to change whilst maintaining standards, integrity and a positive working culture. You will work with outstanding talent to design and deliver end-to-end service transformation with the customer at the heart of our solutions. This means you could be working on a wide range of projects including:

• Supporting the design and implementation of customer service and contact centre: Contributing to the development of tailored solutions encompassing process optimisation, technology enablement, organisational design, and performance management.
• Leveraging technology for service excellence: Advising clients on implementing cutting-edge technologies such as CRM, AI, voice, and automation, and analytics to enhance service delivery, customer experience, and operational efficiency.
• Assessing and diagnosing service delivery challenges: Conducting assessments of client service operations, identifying bottlenecks, inefficiencies, and areas for improvement.
• Service operating model and organisation design: Shaping the future service organisation and how it can operate differently. Defining service methodologies and designing customer service process design.
• Deploying knowledge of GenAI solutions that could solve the customer’s service challenges and deliver enhanced customer and colleague experiences.
• Supporting transformation planning and delivery: supporting the definition of the roadmap for change and helping the client deliver it; while making sure the vision and design remains at the heart of the transformation.

The role is an exciting one, and you’ll be right at the heart of transformation, interacting directly with many of our most important clients. To do this, we’ll need you to:

• Support our senior clients (COOs / CSOs / CIOs) and their teams on best practices relating to service channels, operations and technology.
• Think through strategy, design and technology options and present them to the client, working collaboratively with them to choose the optimum solution.
• Develop high quality, well-structured deliverables and coach others to deliver the same quality.
• Support critical workstreams within a transformation programme, taking responsibility for driving the plan and understanding and mitigating risks and change impacts.

We are looking for an experienced service advisory transformation expert who can design and deliver amazing service experiences for our clients. Relevant experience in a management consulting or advisory, or equivalent role, with a focus on service transformation, customer experience, or operational excellence (or equivalent). Exposure to industry knowledge of the dynamics / trends across a particular industry or industries with a viewpoint on the service capabilities that drive value and growth for these sectors. Experience within service operations transformation environment or experience within a broader transformation or consulting environment, or equivalent. Contribution to the development of service function blueprints for our customers to build next-generation service capabilities to increase effectiveness. A track record of working in mixed teams, getting the best results from stakeholders, colleagues and third parties. Experience working in Digital IT with a strong understanding of service automation. Understanding and exposure of GenAI solutions in service transformation. Understanding of service technologies, including cloud-based platforms, such as Salesforce, Microsoft Dynamics CRM, Oracle Service Cloud, Zendesk, ServiceNow etc. Experience working in a business or technical pre-sales capacity, producing bid documentation and participating in bid meetings with clients.

Our hybrid working policy allows you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing.

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before. We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.