Job Title:  Consulting-DCM-CS&AD-Senior Manager-Customer Experience

Job requisition ID ::  4818
Date:  Nov 6, 2021
Location:  Bengaluru
Designation:  Manager
Entity:  Deloitte Touche Tohmatsu India LLP


What impact will you make?


Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you will find unrivaled opportunities to succeed and realize your full potential


Deloitte is where you will find unrivaled opportunities to succeed and realize your full potential.


The Team


Deloitte’s Digital Customer and Marketing (DCM) – Customer Strategy and Applied Design (CSAD) practice helps our clients and unlock value which can be derived from elevated customer experience. Our global network provides strategic guidance and implementation services to help companies identify, design and run key initiatives which lead to improved visibility and better insights into their customer’s journey across the value chain, helping them manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities to improve customer experience through strategic initiatives, assessments, radical process re-design, digital enablement and utilizing next-generation analytics and technologies, including big data, cloud, cognitive and machine learning to provide advisory on innovative fit for purpose solutions. Learn more about DCM - CSAD practice.



Work you will do


The primary role of a Senior Manager would be to make an immediate, direct contribution towards enhancing our clients’ competitive position and performance in ways that are distinctive, innovative, and sustainable. To do this, following are key requirements for the role of Senior Manager – Customer Experience (CX).


Minimum Qualifications:

  • Years of Experience: minimum of 10 years and above
  • Well-developed business acumen and strong problem-solving attitude with the ability to visualize scenarios, possible outcomes & operating constraints.
  • Good communication skills both written and oral, ability to make impactful presentations & expertise at using excel & PPTs
  • Experience in facilitating process walkthroughs, process mapping and radical process re-design.  
  • Experience in end to end customer journey mapping and skilled at designing customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
  • Clear understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
  • Should be able to analyze information available across various formats and derive actionable insights.
  • Demonstrated ability to handle operations smoothly and to lead by influence, including the delivery of cross functional and transformation projects.
  • Well versed with Microsoft office tools (Excel/Word, PowerPoint etc.).
  • Strong Education Background. Relevant post graduate degree/relevant certification is preferred but not mandatory.
  • Must be a Team player (Raises issues/concerns and seeks meaningful resolution, proactive and communicates clearly).
  • Strong interpersonal skills and ability to navigate multiple stakeholders across projects or programs.
  • Strong sense of ownership and accountability of tasks with attention to detail.
  • Willingness to travel for short- and long-term duration.


Good to have:

  • Experience in CX Strategy, Target Operating model or Technology enablement
  • Managed end to end customer service or retail operations transformation
  • Possess in-depth knowledge of quality and operational excellence metrics and processes.
  • Experience in key customer experience related domains: Conversational AI, Chatbots, Automated contact center solutions, virtualization, B2B Experience Management and Retail
  • Digital enablement, Lean and Agile experience is an added advantage.
  • Understanding and experience with eTOM framework



Your role as a leader


At Deloitte India, we believe in the importance of leadership at all levels. We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society and make an impact that matters.


In addition to living our purpose, Senior Consultant across our organization:


  • Develop high-performing people and teams through challenging and meaningful opportunities
  • Deliver exceptional client service; maximize results and drive high performance from people while fostering collaboration across businesses and borders
  • Influence clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
  • Understand key objectives for clients and Deloitte; align people to objectives and set priorities and direction.
  • Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make


How you will grow


At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to help build excellent skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Centre.




At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.


Our purpose                                                                                                                


Deloitte is led by a purpose: To make an impact that matters.


Every day, Deloitte people are making a real impact in the places they live and work. We pride ourselves on doing not only what is good for clients, but also what is good for our people and the


Communities in which we live and work—always striving to be an organization that is held up as a role model of quality, integrity, and positive change. Learn more about Deloitte's impact on the world


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