Senior Consultant, Service Excellence, Deloitte Digital, Consulting, London

Job Description

Your opportunityPart Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business. Bringing empathy, ideas, and experience into digital transformation. 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’re 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. Want to help us shape the future We’re looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what’s next, then work with our mixed-discipline team to make it happen. As part of our Consultancy practice, your career with Deloitte Digital can take multiple paths. Including: customer and channel strategy, customer experience design, designing new service capabilities and operations, mobile, online and contact centre technology solutions, and related technology and operational change programmes. We embrace the strengths of diverse talent within our team. You may have a brilliant mind, be a confident communicator or a nerd for all things digital, or you may have an impeccable business instinct, a collaborative outlook and a flair for big ideas We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us. Are you looking to return to the workplace after an extended career break For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter know when you make your application. Your role We’re expanding fast, so we’re looking for people who are passionate about digital natural initiative-takers who bring out the best in others, and can grow our business without compromising standards, integrity or culture. You will work with outstanding digital talent across disciplines to innovate and create great solutions for iconic brands, delivering end-to-end service transformations across the project lifecycle always putting the customer at the heart of the solution. We are the catalyst for customer-focused and service-driven organisational transformation. This means you could be working on a wide range of projects including; customer and channel strategy, customer experience design, new service capability design and operations, mobile, online and contact centre technology solutions or operational change programmes. You’ll be service driven, a confident communicator and innovative, with impeccable business instinct, a collaborative outlook and a flair for big ideas. Take the lead on small projects or workstreams within larger programmes, solving some of the most exciting service problems for our clients A passionate mentor and leader for some of the brightest digital talent around Develop and influence key decision makers within Deloitte whilst building lasting relationship with our clients Take the lead in workshops, meetings, research, stakeholder engagement, business analysis, technical analysis and solution design as part of both client projects and internally-focused innovation projects Be a passionate champion of research, exploring new topics of interest for our clients, developing relevant and valuable thought leadership Contribute constantly to all areas of practice growth and leadership; exploring exciting and game changing opportunities is a must Come with a broad perspective of potential issues encountered when managing diverse teams and have the ideas to overcome them; understanding the firm’s commitment to creating a more inclusive culture Understand industry leading technology including salesforce, AWS and Adobe to be able to advise our clients on the best solution for them Work effectively in diverse teams within an inclusive team culture where people are recognised for their contribution Your work, your choice At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you. Location: Through our studios spread across the globe, we help our clients imagine, deliver and run the future, through from customer service and contact centre strategy through to implementation. And we love doing it. This role is based in our airy and bustling offices in Clerkenwell, London, with its legendary coffee machine and model train track, you’ll also have a chance to work with clients throughout Europe and beyond. Work pattern: This is a permanent opportunity, to be worked on a full time basis. However, our team members work a variety of agile working patterns. Tell us what arrangement works for you and we’ll try to accommodate. Your professional experience Overall, you’re an ideas person and problem solver as well as a hands-on doer â€" that’s important. And you know it takes a mix of people to do amazing work, so you love collaborating with and learning from people with different skills, backgrounds and perspectives. If you have an interesting or unusual mix of skills yourself, even better. We’re looking for an experienced practitioner from a consulting, agency, tech or business background who can design and deliver amazing service experience for our clients Essential Have a clear point of view on what good looks like for customer service, and where new technologies, channels and approaches are taking customer service in the future. Relevant experience, in at least two of the following: Developing and designing customer service journeys and digital strategies; Customer Experience; User Experience and/or Service Design or Service operations design (contact centre, field service or retail) Experience working on digital delivery projects such as a business analyst, agile coach, delivery manager, product owner, user researcher, CX/UX designer and or developer Experience of working in a project-based environment, liaising with customers throughout the entire solution delivery lifecycle Experience influencing in complex situations where stakeholders do not always agree about methods, choices and strategic direction. Knowledge of best in class technology solutions such as Salesforce, Adobe, Amazon Connect or similar Assist in the development of our business through assisting with client accounts and proposition development A balance of logical problem solving and innovative thinking Your service line: Consulting Our people and the way we