Customer Experience Technical Lead (Operate Experience Management)

Advertising, Marketing & Commerce | Customer & Marketing
Same job available in 5 locations

Position Summary

Locations: Chicago, IL | Greensboro, NC | Seattle, WA | Bay Area, CA

In today’s world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels.

Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and Hux by Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.

Hux is the Human Experience Platform by Deloitte Digital. We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers. 

Hux by Deloitte Digital gives companies the ability to build and leverage the connections – between people, systems, data and technologies – so they can deliver personalized, contextual experiences to customers at scale.


The Team

OpHX, our Operate Experience Management practice within Hux, helps clients design, service and run their experience management programs to elevate the customer, employee, and product experience.  Our team of professionals stands up and implements SaaS based experience programs to measure, manage and act on experience feedback and operational data sets. OpHX formalizes “operate” services to help clients improve the quality, maturity and power of their customer measurement and management tools to help uncover root causes of pain points, the strengths that drive great interactions, and ultimately grow their business through CX driven ROI.  

Specifically, our OpHX practice is responsible for running and scaling client experience management operations including:
  • Maintaining customer experience management systems
  • Supporting operations and break-fix processes
  • Identifying, sourcing and interpreting experience data sets
  • Documenting customer journeys and pain points
  • Developing analytical models to drive insights
  • Integrating CX systems to frontend and backend business applications
 

Work You Will Do 

  • Operate Technical OpHX Design
    • Work with OpHX Service Delivery Leader to define the OpHx technical services and capabilities for our client offerings.  Determining:
    • Technical Tasks: what tasks, files and integrations are in scope and what are out 
    • Skills: what technical skills are required for the team to deliver the range of scope 
    • LoE: what variables drive Level of Effort for complex technical solutions and integrations to be used in pricing
    • Level of Complexity: what variables drive complexity and risk
  • Operate Technical Lead
    • Work with configuration teams to deliver best in class configuration and build, validated and well-thought out scalable solutions, effective break-fix operations, and innovative technical approaches
    • Drive technical success for assigned accounts by delivering high quality and scalable architecture, that enables client success
    • Work with OpHX Service program managers, account managers, technical configuration resources, and insights leads to carry out the technical design, build, and management of OpHX programs.  These OpHX programs are typically built leveraging enterprise experience management SaaS solutions such as Medallia or Qualtrics.
    • Lead and oversee complex tech discovery-related conversations, workshops, and associated deliverables with client teams
    • Anticipate client needs and formulate solutions to client issues
    • Handle level 2 technical escalations and ticket management including root cause analysis, communications, and solution design
    • QA technically complex, high-impact solution designs
    • Partner with vendor technical and product leads to share client use cases, influence product roadmap and escalate high priority fixes/enhancements 
  • Technical Leadership & Quality Management
    • Manage technical configuration resources to enable success across OpHX programs
    • Enforce quality management standards to ensure quality of work delivered meets or exceeds expectations and reflects best practices for coding and integrations
    • Coach, lead and support configuration team
    • Serve as the primary contact for complex technical problems and support resolutions and root cause analysis
    • Lead the design of complex technical solutions and instill a passion for technical problem-solving
    • Maintain team engagement and morale for technical configuration resources
    • Manage USI (offshore India) tech team for results (includes interaction with USI manager and USI technical configuration resources)
 

Qualifications

Required
  • 5+ years’ experience delivering technology implementation and/or operate projects
  • 3+ years professional experience and leading teams to implement and manage implemented Medallia and / or Qualtrics programs for clients, including hands-on configuration / build experience
  • Proficient in XML, HTML, CSS, and JavaScript
  • 3+ years’ experience presenting technical solutions to technical and non-technical teams
  • Experience with customer experience analytics solutions and practices
  • Strong leadership, team building, and communication skills
  • CX Product Certifications (Medallia, MaritzCX, Qualtrics, CCXP etc.)
  • Professional experience with complex problem solving, data analysis, root cause analysis and incident management
  • Proven ability to manage remote teams, working concurrently across multiple projects 
  • Travel up 30% (while 30% 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 the need for employer sponsorship, now or at any time in the future 

Preferred
  • Experience with Adobe, Salesforce, SAP and other CRM tools, ideally integrating these solutions with CX SaaS solutions

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: 16166

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