Senior Client Experience Consultant

Human Capital Consulting | DC Human Capital
Same job available in 12 locations

Position Summary

Human Capital 

 

The Human Capital Offering Portfolio focuses on helping organizations manage and sustain their performance through their most important asset: their people. Centered on five core issues, this Portfolio signifies to the market that we see Human Capital as a topic critical to the C-Suite. As we go-to-market we will show our clients that we serve more than HR organizations – from the CEO to CFO, Risk Manager to Business Unit leader—and that we deliver on our issues and help create value for our clients. 


Human Capital As-A-Service

 

The Human Capital as a Service (HCaaS) Asset Group brings together our products and capabilities into one integrated offering to create sustained relationships with our clients. Human Capital’s Asset group will continue to evaluate and incorporate new products and operate services in our portfolio as we grow. We will help clients navigate the future through Human Capital People Analytics Suite, Workforce Assessment, Research & Sensing, among others. 

We are looking for a Client Experience (CX) Senior Specialist to join our Analytics & Insights Solutions team to help us continue to set the standard for business applications used by Deloitte Human Capital clients and practitioners. This role will support the CX strategy and key CX activities across a defined asset portfolio and help develop new relationships across human capital consulting. This person will be expected to work closely with asset management and global consulting stakeholders to guide the selection and use of analytics solutions.  

Based out of our US Delivery Centers in Orlando Florida, Gilbert Arizona or Mechanicsburg Pennsylvania, you will work with the Deloitte Consulting organization to design, develop and build solutions to help clients reimagine, reshape and rewire the competitive fabric of entire industries. If not local to one of these locations, we can help by providing relocation assistance depending on how far you are moving.  
 
Our centers house a multitude of specialists, ranging from systems designers, architects and integrators, to creative digital experts, to cyber risk and human capital professionals. We are a unique blend of skills and experiences, yet we underline the value of each individual, providing customized career paths, fostering innovation and knowledge development with a focus on quality. The US Delivery Center supports a collaborative team culture where we work and live close to home with limited travel. 


Responsibilities: 

As part of HCaaS’ “in the service of” philosophy, the Senior CX Specialist will be responsible for the implementation of the client experience and engagement processes. The right candidate will develop relationships throughout HCaaS, and across our Human Capital Offering Portfolio. You will be responsible for executing all aspects of the CX process, from pre-sales to delivery, as well as client relationship management and issues/risk management. The person in this role will have a deep knowledge of our assets and asset portfolio. You will be responsible for cultivating and enabling the relationship between Deloitte and our clients. You will help generate ongoing impact and drive lasting client success. You will: 

  • Achieve detailed understanding of the client/client team’s most important business and talent needs through skillful probing  
  • Understand product/solution offerings in order to identify new opportunities for the client   
  • Uncover upsell opportunities, e.g., other HCaaSassets 
  • Represent client and act as a client advocate during and after an engagement 
  • Fulfill on client services aligned to assigned assets, e.g., tech prod support, client feedback  
  • Evaluate client engagement/utilization periodically and proactively recommend strategies and outreach activities to improve client engagement 
  • Consider the client experience across the asset, services and outputs we deliver, and recommend ways to improve that experience 
  • Conduct demos, as needed, for various assets 
  • Lead/participate in client feedback discussions/after action reviews and coordinate with the CX lead to share feedback summary with relevant stakeholders 
  • Proactively identify opportunities for process/product enhancements and identify ways to address the gaps 
  • Support CX lead in periodically reviewing/updating websites/collaterals to reflect the most updated information 
  • As needed, effectively collaborate with the delivery team to ensure we are meeting client expectations in terms of delivery timelines, product quality, etc. 
  • Support the creation and delivery of quarterly business reviews, as needed 
  • Provide delivery project support as needed 

 The key skills required are as follows: 

  • Bachelor’s degree  
  • Five (5) years of consulting and/or client support experience required 
  • Three to five (3-5) years of experience working in HR or with HR practitioners 
  • Exceptional written and verbal communication skills  
  • Exceptional ability to probe, synthesize information, and present thoughtful solutions 
  • Strong conflict management and problem-solving capabilities 
  • Ability to develop strong cross-functional relationships and influence without authority  
  • Ability to work independently and under general direction with a strong sense of motivation to succeed  
  • Must be detail-oriented with strong organizational skills  
  • Must have high energy and flexibility to work effectively in a fast-paced environment  
  • Proficient with Microsoft applications (Outlook, Excel, Word, WebEx, and PowerPoint)  
  • Ability to interact with all levels of the client organization 
  • Strong customer service focus 

Preferred: 

  • Advanced Degree 
  • Experience with HR systems/technologies 
  • Sales experience  
  • Experience with global client delivery or project teams 

 Ideally, should be able to demonstrate the following competencies 

  • Maintains composure when facing challenges 
  • Has a positive work attitude that energizes others 
  • Manages changing priorities with ease  
  • Moves own work forward with limited direction 
  • Learns while observing and can quickly apply new knowledge and skills  
#USDCHC22

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: 14416

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