Consultant - Senior Consultant, Service Design, Deloitte Digital

• Leading the discovery and articulation of client challenges, working with their teams 'on-the-ground' to understand user experience, process and organisational issues and utilising client and customer data to understand the impact to the customer experience and the case for change.
• Writing clear, concise and accurate business requirements, either for customer service technology solutions or to input into the design of new processes and operating model designs Designing End-to-End Services: Lead or contribute to the design of service experiences, encompassing digital touchpoints, physical interactions, and operational processes. This includes creating and utilising service design tools such as customer journey maps, service blueprints, ecosystem maps, and personas.
• Developing Transformation Strategies: Contribute to the development of tailored solutions encompassing process optimisation, technology enablement, organisational design, and performance management for customer service and commercial functions.
• Designing customer service processes: designing or optimising customer service processes to improve customer and employee centricity and reduce waste
• Applying Technology for Service Excellence: Advise clients on implementing cutting-edge technologies such as CRM, AI, voice, automation, and analytics to enhance service delivery, customer experience, and operational efficiency. Utilise knowledge of GenAI solutions to help solve customer service challenges and deliver enhanced customer and colleague experiences.
• Shaping Customer Service Operating Models: Assist with service operating model and organisation design, contributing to shaping the future service organisation and how it can operate differently and identifying sourcing options.
• Facilitating Workshops & Collaboration: Confidently facilitate collaborative workshops with clients and internal teams to co-create solutions, build consensus, and foster cross-functional teamwork.

Enabling capabilities

• Managing Workstreams & Deliverables: Independently manage specific design or transformation workstreams within larger projects, ensuring timely delivery and adherence to quality standards. Develop high-quality, well-structured deliverables and continuously improve quality based on feedback.
• Facilitating Workshops & Collaboration: Confidently facilitate collaborative workshops with clients and internal teams to co-create solutions, build consensus, and foster cross-functional teamwork.
• Communicating & Championing: Effectively articulate and present design concepts, rationale, and research findings to diverse stakeholders and clients. Actively champion human-centred design principles and best practices within projects and the wider organisation.
• Client & Team Engagement: Support senior colleagues in advising clients on best practices relating to service channels, operations, and technology. Collaborate effectively with and learn from more junior resources within an inclusive team culture, and develop strong working relationships with client stakeholders and project team members.

To excel in this role, you will be an ideas person, a problem solver, and a hands-on doer. You will thrive in collaborative environments, learning from people with diverse skills, backgrounds, and perspectives. You will have experience in two or more of the following:

• Proven Experience: Experience in a Service Advisory, Service Design, or similar consulting/advisory role, ideally within a consulting type environment. Demonstrated through a strong portfolio showcasing service transformation.
• methods including channel strategy, customer journey mapping, service blueprinting, persona development, value proposition design and business architecture.
• Transformation Expertise: Strong relevant experience with a focus on service transformation, customer experience,, or operational excellence..
• Technology Familiarity: Familiarity with service-oriented technologies such as CRM, CCAAS, contact centre solutions, field service management, and automation tools. Exposure to GenAI solutions in service transformation is highly desirable.
• Strategic Thinking & Problem-Solving: A strong analytical and critical thinking approach to translate complex business challenges into actionable design solutions, championing human-centred design principles throughout.
• Facilitation & Communication: Exceptional ability to plan and lead collaborative workshops with diverse stakeholders, coupled with strong communication and presentation skills to articulate complex design concepts and foster cross-functional teamwork.

Deloitte drives progress. Our firms around the world help our clients become market leaders wherever they compete. Deloitte invests in outstanding people with diverse talents and backgrounds, empowering them to achieve more than they can elsewhere. Our work combines consulting with action and integrity. We believe that when our clients and society are stronger, so are we.