Consultant - Senior Consultant, Customer Transformation, Deloitte Digital

• Leading User Research & Insight Generation: Independently plan, conduct, and synthesise qualitative and quantitative user research to uncover deep user needs, pain points, and motivations. Translate complex research findings into clear, actionable insights and robust design principles for service development.
• Designing End-to-End Services: Lead or contribute to the design of comprehensive service experiences, encompassing digital touchpoints, physical interactions, and operational processes. This includes creating and utilising service design tools such as customer journey maps, service blueprints, ecosystem maps, and personas.
• Prototyping & Iteration: Develop and test prototypes (low to high fidelity) of service concepts, experiences, and interactions, driving iterative design based on feedback, user needs, and business requirements.
• Facilitating Workshops & Collaboration: Confidently facilitate collaborative workshops with clients and internal teams to co-create solutions, build consensus, and foster cross-functional teamwork. Work closely with UX/UI designers, business analysts, and technical teams to ensure design feasibility and successful implementation.
• Driving Transformation Strategies: Contribute to the development of tailored solutions encompassing process optimisation, technology enablement, organisational design, and performance management for customer service and commercial functions.
• Applying Technology for Service Excellence: Advise clients on implementing cutting-edge technologies such as CRM, AI, voice, automation, and analytics to enhance service delivery, customer experience, and operational efficiency. Utilise knowledge of GenAI solutions to help solve customer service challenges and deliver enhanced customer and colleague experiences.
• Shaping Operating Models: Assist with service operating model and organisation design, contributing to shaping the future service organisation and how it can operate differently.
• Assessing & Defining Service Methodologies: Support thorough assessments of client service operations, identifying bottlenecks, inefficiencies, and areas for improvement. Contribute to the definition of service methodologies and the design of customer service processes.
• Managing Workstreams & Deliverables: Independently manage specific design or transformation workstreams within larger projects, ensuring timely delivery and adherence to quality standards. Develop high-quality, well-structured deliverables and continuously improve quality based on feedback.
• Communicating & Championing: Effectively articulate and present design concepts, rationale, and research findings to diverse stakeholders and clients. Actively champion human-centred design principles and best practices within projects and the wider organisation.
• Client & Team Engagement: Support senior colleagues in advising clients on best practices relating to service channels, operations, and technology. Collaborate effectively with and learn from more junior resources within an inclusive team culture, and develop strong working relationships with client stakeholders and project team members.

To excel in this role, you will be an ideas person, a problem solver, and a hands-on doer. You will thrive in collaborative environments, learning from people with diverse skills, backgrounds, and perspectives.

• Proven Experience: Dedicated experience in a Service Designer, Service Advisory, or similar consulting/advisory role, ideally within a consulting type environment. Demonstrated through a strong portfolio showcasing leadership in end-to-end service design or transformation projects.
• Methodological Proficiency: Expert command of core service design tools and methodologies, including customer journey mapping, service blueprinting, persona development, value proposition design, and both qualitative and quantitative user research.
• Transformation Expertise: Strong relevant experience with a focus on service transformation, customer experience, commercial excellence, or operational excellence. Solid experience within a service operations transformation environment or demonstrated experience within a broader transformation or consulting environment.
• Technology Familiarity: Familiarity with service-oriented technologies such as CRM, contact centre solutions, field service management, and automation tools. Exposure to GenAI solutions in service transformation is highly desirable.
• Strategic Thinking & Problem-Solving: A strong analytical and critical thinking approach to translate complex business challenges into actionable design solutions, championing human-centred design principles throughout.
• Facilitation & Communication: Exceptional ability to plan and lead collaborative workshops with diverse stakeholders, coupled with strong communication and presentation skills to articulate complex design concepts and foster cross-functional teamwork.

Connect to your business - Technology and Transformation

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