Functional Lead - Experience Management

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

Position Summary

Functional Lead - Experience Management

Locations: New York, NY | Denver, CO | Greensboro, NC | Chicago, IL | Raleigh, Durham, Chapel-Hill, Charlotte, NC

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 Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.  

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. 

Work you’ll do

As a Functional Lead, you’ll help drive client-facing initiatives that deliver marketing solutions through a tight collaboration across multiple levels with various internal and external groups. This strategic role works closely with the Technical Leads to facilitate discovery sessions across a variety of business and technical users at our clients. This process provides critical detail required to deliver a platform that provides business and technical value to the customer. The role requires a client-forward focus and will be asked to lead client-facing requirements gathering and enable the implementation team for success.  

Your responsibilities will include:

     Working with clients to help define use cases and prioritize based on business value and scope

     Facilitating strategic conversations with clients to define and document business and technical requirements based on prioritized use cases

  • Taking full ownership of a product backlog and support the team in value-based prioritization
  • Working with cross-functional teams to clearly link functional scope back to business value
  • Clearly define the value for our clients associated with delivering against capabilities and requirements
  • Working with customer(s) as well as internal teams to clearly define and document project scope, requirements and integration points as they relate to solution implementation
  • Developing key content and assets for project workshops for functional and scope priority alignment
  • Developing business requirement documentation and project deliverables
  • Maintaining working knowledge of end-to-end solution, with the ability to identify risks and issues as project progresses
  • Collaborating with onshore and offshore teammates
  • Owning functional testing of the implemented solution
  • Managing business stakeholders through user acceptance testing

The team

Advertising, Marketing & Commerce

Our Advertising, Marketing & Commerce team focuses on delivering marketing and growth objectives aligned with our clients’ brand values for measurable business growth. We do this by creating content, communications, and experiences that engage and inspire their customers to act.  We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients’ marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities, many from our Digital Studios.

We serve our clients through the following types of work:

  • Cross-channel customer engagement strategy, design and development (web, mobile, social, physical)
  • eCommerce strategy, implementation and operations
  • Marketing Content and digital asset management solutions
  • Marketing Technology and Advertising Technology solutions
  • Marketing analytics implementation and operations
  • Advertising campaign ideation, development and execution 
  • Acquisition and engagement campaign ideation, development and execution
  • Agile based, design-thinking, user-centric, empirical projects that accelerate results

Qualifications

Required:

     Experience in consulting or agency; background working with various methodologies, frameworks, organization structures, disciplines, and documentation

     Proven experience managing end-to-end marketing technology projects; preferably related to marketing databases or marketing campaign tools (prefer work with SDLC process)

  • Minimum 3+ years of prior consulting experience in a client-facing functional role, ideally within the Digital Marketing Cloud space
  • Experience creating and managing client deliverables
  • Experience with customer data leveraged for marketing purposes
  • Thorough understanding of marketing databases and/or implementation of digital marketing campaigns through all online channels, ideally hands on experience with existing products
  • Experience taking ownership of backlog development, prioritization and roadmap activity
  • Excellence in communicating with and managing both technical and non-technical resources
  • Excellent problem-solving skills with a demonstrated ability to identify issues, resolve them quickly and know when to rely on internal resources to assist
  • An innovative thinker, collaborative business partner, who is well-organized and detailed with strong presentation and reporting skills is recommended
  • Professional demeanor, ability to interact with and lead diverse teams, and communicating with client managers, directors, and VPs including CMOs and CXOs.
  • Strong verbal, presentation, and written communication skills as well as strong conflict resolution and negotiation skills
  • Ability to manage in an environment of ambiguity with diverse stakeholders
  • Ability to build strong relationships and generate opportunities for repeat business
  • BS/BA Degree or equivalent experience
  • Limited immigration sponsorship may be available

Preferred:

  • Hands-on experience with transforming business requirements into data processes
  • Prior experience with Digital Marketing Solutions and Customer Data

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: 54143

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