C&M - Healthcare – Digital Customer – Contact Center Strategy Manager

Management Consulting | Customer & Marketing
Same job available in 6 locations

Position Summary

Digital Customer Manager

Are you passionate about helping clients solve complex challenges and supporting them through critical transformations? As a member of our Digital Customer practice, you will design and implement sales and service experiences, capabilities, and architecture required to bring customer strategies to life. Would you like to work for an organization committed to your professional development and personal success? Deloitte offers an award-winning culture that supports our employees’ development of their personal brand through learning opportunities, professional experiences, inclusion, collaboration and personal well-being.

Work you’ll do

Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. 

Responsibilities include, but are not limited to:

  • Help companies maximize the return for their digital sales enablement and sales operations infrastructure investment
  • Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales process standardization, digital tool adoption, sales reporting (pipeline, performance)
  • Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools
  • Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support
  • Act in a mentoring capacity to support the career development of other colleagues
  • Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.
  • Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting

The team

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets.

Professionals will serve our clients through the following types of work: 

  • Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
  • Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
  • Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
  • Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
  • DigitalMix | an integrated set of platforms to enable business re-platforming

Qualifications

Required: 

  • 6+ years consulting and/or industry experience is required
  • Bachelor's Degree 
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. 
  • Experience in Customer Engagement or Customer Experience
  • Experience in Customer Technologies such as Multi- and Omni-Channel
  • Creating robust business cases
  • Conducting performance analysis utilizing system and human generated data 
  • Driving decision making processes to assist clients with next step conclusions 
  • Ability to travel 50% (While travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
  • Must be legally authorized to work in the United States without need for employer sponsorship, now or at any time in the future.

Preferred:

  • Advanced Degree
  • Ability to work independently and manage multiple task assignments.
  • Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint).
  • Strong problem solving and troubleshooting skills with the ability to exercise mature judgment.

Our people and culture

Our diverse, equitable, and 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 client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 48896

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