Job Title:  T&T- Customer - CS&D | Customer Experience | Mumbai |Consultant

The team:

CS&D is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

As a Consultant in our Customer Experience Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

·        Years of Experience: minimum of 3 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