Job Description

Basic information

Location

Belfast, London, Manchester

Business Line

Technology & Transformation

Date published

14-May-2025

Req #

18871
Job description

Connect to your Industry

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.


Part Business. Part Creative. Part Technology. One hundred per cent Digital. 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'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?

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.


What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we

lead the way

,

serve with integrity

,

take care of each other

,

foster inclusion

, and

collaborate for measurable impact

. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

We are looking for people who are passionate about service transformation; experts in their field who bring out the best in others, and can drive change without compromising standards, integrity or 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:


Designing and implementing customer service transformation strategies: Developing 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, automation, and analytics to enhance service delivery, customer experience, and operational efficiency. Driving digital customer experience transformations: Leading initiatives to design and implement seamless, omni-channel customer journeys that elevate satisfaction and loyalty. Service operating model and organisation design: Shaping the future service organisation and how it can operate differently. Assessing and diagnosing service delivery challenges: Conducting thorough assessments of client service operations, identifying bottlenecks, inefficiencies, and areas for improvement. Defining service methodologies and designing customer service process design. Deploying knowledge of GenAI solutions to solve the customer's service challenges and deliver enhanced customer and colleague experiences.
Transformation planning and delivery: defining 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:

Advise our senior clients (COOs / CSOs / CIOs) 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. Lead critical workstreams within a transformation programme, taking responsibility for driving the plan and understanding and mitigating risks and change impacts. Manage and coach more junior resources within your workstream within an inclusive team culture, where people are recognised for their contribution.
Build effective, impactful and lasting relationships with executive clients, sponsors and key project business and technical stakeholders.

Connect to your skills and professional experience

We're looking for an experienced service advisory transformation expert who can design and deliver amazing service experiences for our clients.


Essentials:

Relevant experience in a management consulting or advisory role, with a focus on service transformation, customer experience, or operational excellence. 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. Significant experience within service operations transformation environment or considerable experience within a broader transformation or consulting environment. Partnering directly with senior stakeholders to shape and mobilise service and technology transformations - e.g. from early business case through to delivery. Develop service function blueprints for our customers to build next-generation service capabilities to increase effectiveness. Experience in leading and delivering end-to-end service transformation projects, from assessment and design to implementation and change management. Familiarity with service-oriented technologies such as CRM, contact centre solutions, field service management, and automation tools.
A track record of working in mixed teams, getting the best results from stakeholders, colleagues and third parties.

Desirables:

Experience working in Digital IT with a strong understanding of service automation. Good understanding and exposure of GenAI solutions in service transformation. Experience with service performance management, key performance indicators, and industry best practices. Solid understanding of service technologies, including cloud-based platforms, such as Salesforce, Microsoft Dynamics CRM, Oracle Service Cloud, Zendesk, ServiceNow, Creatio etc. Experience in growing service advisory practice. Experience working in a business or technical pre-sales capacity, producing bid documentation and participating in bid meetings with client.
Contribute to thought leadership initiatives by developing white papers, blog posts, or speaking engagements that showcase expertise in service transformation.

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.

Customer

Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of." -Dan, Technology & Transformation


"I get to work on projects that help clients in a sector I feel truly passionate about." -Rhiannon, Technology & Transformation


"Everyone always says "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital." -Gillian, Technology & Transformation

Our hybrid working policy

You'll be based in Belfast, London or Manchester with hybrid working.


At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support 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. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

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.


Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.


Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers


WPFULL SLTTECH BACUSTR BASSCE LOCMAN LOCBEL