Sr. Manager - Customer Experience

Senior Manager - Customer Experience, Experience Management (OpHX)

What is Hux? Hux is Deloitte Digital's human experience offering.

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. 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.

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 paint points, the strengths that drive great interactions, and ultimately grow their business through CX driven ROI.

Work you'll do A Senior Manager at Deloitte is expected to contribute to the firm's growth and development in a variety of ways, including:

• Engagement Management: Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk
• Client Management: Manage day to day interactions with executive clients and sponsors. Influence and help drive clients to define and develop their customer experience vision, agenda, and execution plans. Deliver projects/programs and provide thought leadership to support:
• Design, build, and operation of customer experience management programs and insights teams.
• Enablement of clients develop, grow, and mature organizational CX capabilities, including operating models, governance processes, metrics architectures, transformation roadmaps, data and technology solutions, and organizational change management programs focused on helping clients measure, predict, and monetize omni-channel customer experiences.
• Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process including development and design of proposal, leading review cycles with leadership and influencing pricing strategy
• Practice Development & Eminence: Develop practical solutions and methodologies; develop "thoughtware" and "point-of-view" documents; participate in public speaking events; get published in industry periodicals
• People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

Who you'll work with and how you'll work with them:

• Principals and Managing Directors who lead key accounts
• Presenting our capabilities and POV
• Scoping potential work and creating proposals
• Leading engagements, workstreams and project teams
• Clients
• Leading client engagements with Principals and Managing Directors
• Influencing and driving clients to define and develop their customer experience vision, agenda, and execution plans
• Foster deep executive relationships through illustrating Deloitte's capabilities, quality delivery, and ability to demonstrate (or bring) our CX subject matter expertise
• Marketing
• Creating content and 'eminence' on our thought leadership
• Participating in webinars and events presenting our POV and capabilities
• Product
• Providing insights and potential roadmap items into our product management governance process.

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 experiences. In doing so, we transform our clients' marketing and engagement operations into modern, data-driven, creatively focused organizations.

We serve our clients through the following types of work:

• Cross-channel customer engagement strategy, design and development (web, mobile, social, physical, metaverse)
• Customer experience management strategy, implementation and operations
• Marketing and Customer Experience Content and digital asset management solutions
• Marketing and Customer Experience Management Technology solutions
• Marketing and Customer Experience analytics implementation and operations
• Agile based, design-thinking, user-centric, empirical projects that accelerate results

Qualifications

Required - What you bring

• You have 10+ years of experience in solving key challenges across the end-to-end customer experience, in that you understand how to design, build, and manage customer experience management programs and insights teams
• You understand key Customer Experience data strategies, what data is needed, the technologies that support, and how it elevates the customer, workforce and/or partner experience
• You possess a basic understanding of customer data management and architecture, CX metrics and metrics architectures (NPS, OSAT, etc.), customer decisioning via AI/ML, and closed-loop feedback best practices
• You have experience building key relationships with experts across the end-to-end connected process; and know when and how to pull them into client conversations to help demonstrate the depth of our experience
• You have 5+ years pitching new clients, including in-person presentations - and a proven track record of winning
• You can speak to the full sales cycle from initial qualification through to scope writing/deal close
• You can offer and defend solutions in Customer Experience Management & Insights based on experience and best practices
• You are an expert storyteller and have an expertise in positioning Customer Experience Management and Insights solutions for a variety of end audiences (e.g., CMO, CDO, etc.), across a variety of industries
• You have a collaborative working style and have built strong relationships
• You have extremely strong project management skills and the ability to triage and prioritize competing needs
• You have demonstratable experience building, managing, and mentoring high performing project teams to deliver quality work on time and in budget
• You have a Bachelors' or Advanced degree
• Strong ability to navigate ambiguity and manage competing priorities
• You are comfortable with travel up to 50% (while 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
• Excellent verbal, written and presentation skills - must be able to communicate complex ideas in both technical and business-friendly language
• Comfortable interacting regularly with technical subject matter experts and business owners of varying organizational levels
• You must be legally authorized to work in the United States without the need for employer sponsorship, no or at any time in the future

Preferred

• You have experience with Customer Experience Management platforms like Medallia, Sprinklr, Qualtrics, and InMoment, or similar CXM platform
• You have demonstrable experience running technology-enabled Customer Experience Transformation programs for enterprise clients from strategy through implementation, inclusive of communications and change management