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Deloitte Consultant, Voice of Customer in Arlington, Virginia

Consultant, Voice of Customer

Are you a professional that loves to be on the cutting edge, thinking about ways organizations and governments can become more citizen-centric in accomplishing their missions? Do you have experience supporting organizations through customer transformation initiatives by combining data, technology and strategy? If so, Deloitte is the place for you! Help bring the power of Customer Strategy and Applied Design to our Government and Public Service clients and transform how they engage with their users. A career within our growing practice will offer you unique exposure to consulting capabilities, industry expertise and trusted methodologies, as well as cutting-edge creative prowess.

Work you ll do

As a Consultant focused on Voice of Customer in our practice you will:

  • Work with senior team members to carry out the design, build, and management of CX feedback tools

  • Closely support client relationships in the acquisition of business requirements to meet program objectives

  • Lead discovery-related conversations, workshops, and associated deliverables for stakeholders

  • Anticipate client needs and formulate solutions to client issues

  • Maintain responsibility for completion and accuracy of work products

  • Develop your skills through training courses, mentoring, and daily interaction with clients

The team

Customer Strategy & Applied Design, Government and Public Service practice

Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer engagement strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. Our team of professionals has deep capabilities in Customer Experience Transformation, Customer Experience Measurement, Voice of the Customer Analytics, Voice of the Customer Technology Implementation within the Government and Public Service market. Our Customer Experience Measurement team delivers a set of customer focused work:

Customer Experience Transformation Design | Help clients build capabilities to better understand customer and citizen value drivers and make choices about how to best serve the markets and segments through digital, social, and mobile channels; optimize program and service decisions and shape the most strategic issues on the customer and citizen engagement agenda

Customer Experience Measurement | Help clients improve the quality, nature and power of measurement tools that capture sentiment of customer, citizen and the organization at each and every touch point. Inform survey architecture and questionnaire design

Voice of Customer Analytics | Help clients create analysis and analytical programs to help uncover root causes of customer pain points and strengths that are driving positive experiences. Help create sustainable and repeatable approaches to delivering insights on an ongoing basis

Voice of Customer Technology Implementation | Help clients understand, envision and articulate VOC/EFM Technology as a critical tool set aligned with their organization s mission and agenda and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent; implement EFM tools and help clients drive the best results from their tools

Qualifications

Required:

  • Bachelor's degree and at least 2 years in a technical or functional consulting role or other relevant industry experience

  • Proven ability to effectively prioritize workload and meet deadlines

  • Experience managing client relationships

  • Proven skills demonstrating strong judgment, problem-solving, and decision-making abilities

  • Experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)

  • Must be able to obtain and maintain required clearance for this role

  • Ability to travel up to 50%

Preferred:

  • Prior professional experience in customer experience transformation through a SaaS implementation

  • VOC SaaS Certifications (Medallia, MaritzCX, Qualtrics, Salesforce, etc.)

  • Experience applying human centered design and innovation frameworks to transform customer experience

  • Prior professional experience supporting federal clients

How you ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html

Deloitte s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world. at http://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-corporate-citizenship.html

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you re applying to. Check out recruiting tips from Deloitte professionals. at http://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html

Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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