Service Excellence-Consultant

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ABOUT THE TEAM (CSAD):

With extensive industry relationships and insights, we assist clients in identifying opportunities to optimize resources and maximize value across the entire customer journey, spanning various channels, customer segments, and experiences. Through testing and learning, we determine the most valuable path, whether it involves launching a new business, pricing a service, targeting a different customer group, or exploring a new channel. We aid clients in defining their future customer operating model, encompassing roles, processes, structures, and technology platforms, all aimed at generating business value. Our work positions us at the forefront of numerous complex and unique C&M deals, bringing a business value perspective to all aspects of C&M operations.

ABOUT Customer & Marketing:

KEY RESPONSIBILITIES:

1. Assess clients customer service and experience capabilities and work with key stakeholders to ideate the future of customer service organization including delivery model design, processes and technology landscape assessments to drive top-line and bottom-line improvement objectives.

2. Define and prioritize capabilities and initiatives across people, process and technology to get to the future state, including feasibility models, business case design etc.

3. Design and deliver the capabilities needed for modern, digitally enabled customer service capabilities including messaging apps, chatbots, texts (SMS), emails and social media platforms.

4. Improve operational efficiencies through process redesign and actionable, data-driven insights from service performance assessment.

5. Enable omni-channel customer service strategy through implementing comprehensive and integrated business and technical solutions.

6. Own and manage end-to-end service transformations (CCaaS, CAI, FSM etc.) from discovery to deployment stage including stakeholder management, requirement gathering, target state design, migration planning, testing strategy, change control and risk mitigation planning.

REQUIRED EXPERIENCE AND SKILLS

Deloitte is looking for an Experienced Practitioner to assist clients with building capabilities that helps them better understand the current state gaps and define the future state of their service functions. The ideal candidate shall possess deep content expertise around areas of customer service, contact center operations and field service management along with strong industry experience and good analytical skills to be part of the Service Strategy, Design and Measurement practice.

• : Experience in strategy consulting from consulting firms, Big 4 firms, experience within the Service Excellence and customer experience departments
• : across Insurance, Life Sciences, Telecommunication, Media & Technology, Banking preferable. Demonstrated understanding of the adoption of technology and its impact to future operating models and organizational structures preferable
• : Managing the pace and delivery of projects including coordination with key project stakeholders, reporting key findings and contributing to the wider business unit through business development, knowledge sharing and other activities
• : A strong foundation in delivering actionable, data-driven insights with good exposure on complex data sets, performing quantitative analysis and
• Synthesizing and presenting insights and recommendations from data
• : In addition to the core consulting and analytical skills, it is important that the candidate has post-masters experience in Customer Service domain:
• Experience in one or more of the following areas: customer and agent journey mapping, service delivery model design, customer experience improvement, Net Promoter Score (NPS), customer service operations (contact centers, field service) and technology, performance measurement, workforce management, omni-channel engagement, Conversational AI, Cloud communication platforms for customer engagement, speech analytics & automated quality management, case management, CRM systems

REQUIRED QUALIFICATIONS:

• MBA from a premier school in India or abroad
• 2 - 4 years for Consultants
• 4 – 7 years for Senior Consultants
• Preferred Qualification
• Exposure to working in non-India Geographies (preferably US) and/or interacting with global stakeholders

ABOUT DELOITTE:

Deloitte in U.S. In the United States, the subsidiaries of Deloitte LLP provide the following services:

• Audit & Assurance
• Consulting
• Financial Advisory
• Risk Advisory
• Tax
• Deloitte Support Services India Pvt. Ltd 

Enabling Areas (EA) at the U.S. India offices are the support arm of the organization and comprise several groups including Talent, Technology, Finance, Communications, Field Operations, etc. EA gives every client-service business unit access to the best and brightest resources when it comes to support services. More specifically, EA enables the business units to solely focus on satisfying clients and developing new products and services to sustain competitive advantage, while they consolidate and standardize a diverse collection of systems, processes, and functions. The team provides a wide array of services to the U.S and India professionals and is continually evaluating and expanding its portfolio.

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