Government Data Analyst & Strategist - Digital Contact Center

Management Consulting | Customer & Marketing
Same job available in 46 locations

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

 

Work you’ll do 

  • Advise newly stood up Contact Center for Government client by analyzing HR data and gaining key insights.
  • Background with customer experience (CX) methodologies including Voice of Customer, survey creation and analysis.
  • Strong analytical skills in Excel and WFM tools 
  • Strong communication skills, comfortable presenting findings to clients
  • Experience with creation of governance documents and executive correspondence

 

The team 

Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.   

 

The Contact Center practice is part of Deloitte’s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

 

Qualifications 

Required:  

  • Bachelor’s degree required 
  • 2+ years of Data Analytics experience
  • 2+ years experience in Consulting or Industry experience (Contact Centers)
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 
  • Active Secret security clearance required 
  • Travel up to 50%

 

Preferred: 

  • Experience pulling data from WFM tools such as Verint 
  • Previous Contact Center exposure
  • Previous experience working for or supporting a Government agency
  • Strong public speaking and communication skills
  • Previous HR Transformation experience 

 


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: 19944

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