Job Title:  Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

Deloitte.

Be audacious in impact

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At Deloitte, we're creating bold new frontiers for our clients and communities. Our roar echoes across India and beyond. So, bring your unique self and rise louder and leap further than ever before.

Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

• Job requisition ID: 101677
• Location: Hyderabad 
• Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Role Overview: 

The Thrive (Continuous Improvement) Specialist is responsible for enhancing operational excellence by leveraging data-driven insights, performing structured root cause analysis, and driving continuous process improvements across the product support organization. This role plays a critical part in identifying performance gaps, optimizing workflows, standardizing best practices, and partnering with cross-functional teams to foster a culture of continuous improvement. The individual ensures that all improvement initiatives lead to measurable business impact, sustainable performance enhancements, and long-term operational efficiency.

Key Responsibilities - The Thrive / CI Specialist works closely with operations, QA, and training teams to understand performance challenges, diagnose issues, and implement actionable improvements. They use structured methodologies to drive standardization and enable ongoing operational growth.

Performance Analysis

• Analyze operational metrics including quality, productivity, and CSAT.
• Identify trends, gaps, and opportunities for improvement.

Root Cause Analysis

• Conduct structured RCAs for performance issues, quality gaps, and process inefficiencies.
• Recommend actionable solutions based on findings.

Process Improvement

• Design and implement continuous improvement initiatives.
• Standardize and document best practices.
• Drive adoption and change management for improved processes.

Stakeholder Collaboration

• Partner with operations, QA, training, and other cross-functional teams
• Support collaborative improvement efforts to enhance overall performance.

Expectations from the Individual

• Deliver measurable KPI improvements.
• Enable sustainable and scalable process enhancements.
• Promote a strong continuous improvement mindset across teams.

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Process improvement methodologies (Lean, Six Sigma preferred)

• Performance analytics

Communication Skills

• Strong stakeholder communication

• Versant C1 preferred

Analytical Skills

• Data interpretation and insight generation

Behavioral & Cultural Fit

• Strong analytical mindset

• Problem-solving orientation

• Ownership and accountability

• Change management capability

Success Metrics

• KPI improvements (CSAT, QA, productivity)
• Reduction in defects and inefficiencies
• Strength of process standardization

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.