Consultant - Manager, Service Design
£48.9 - £56.8 per hourEstimated
Full-time
- 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.
- Methodological Proficiency: Expert command of core service design tools and methodologies, 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. Part Business. Part Creative. Part Technology. One hundred per cent Digital. At Deloitte Digital, we connect technology with creativity to deliver better outcomes for both our business and the clients we work with. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society. We're a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast. Want to help us shape the future? Connect to your career at Deloitte Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more. What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most. Connect to your opportunity As a Consultant/Senior Service Transformation Consultant within Deloitte Digital, you will be at the heart of transformation, working with outstanding talent to innovate and create exceptional customer experiences. You will support the design and delivery of end-to-end service transformation, always with the customer at the core of our solutions. Examples of the types of work you will deliver are listed below and you should have relevant experience in more than one of the service specific areas, Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters. Customer Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services. Personal independence Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request. Connect with your colleagues "What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of." - Dan, T&T "I get to work on projects that help clients in a sector I feel truly passionate about." - Rhiannon, T&T "Everyone always says "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital." - Gillian, T&T Our hybrid working policy You'll be based in Belfast, Edinburgh, London or Manchester with hybrid working. At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role. Our commitment to you Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before. We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for. Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.
Vacancy posted 22 days ago
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