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Job Details


Deloitte

Customer Experience Technical Configuration Team Member - Consultant (Operate Experience Management) (14640)

Customer Service

Customer Service

Yearly

No

Pleasanton, California, United States

Locations: Chicago, IL | Greensboro, NC | Seattle, WA | Bay Area, CA

In today's world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels.

Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and Hux by Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.

Hux is the Human Experience Platform by Deloitte Digital. We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers.

Hux by Deloitte Digital gives companies the ability to build and leverage the connections - between people, systems, data and technologies - so they can deliver personalized, contextual experiences to customers at scale.

The Team

OpHX, our Operate Experience Management practice within Hux, helps clients design, service and run their experience management programs to elevate the customer, employee, and product experience. Our team of professionals stands up and implements SaaS based experience programs to measure, manage and act on experience feedback and operational data sets. OpHX formalizes "operate" services to help clients improve the quality, maturity and power of their customer measurement and management tools to help uncover root causes of pain points, the strengths that drive great interactions, and ultimately grow their business through CX driven ROI.

Specifically, our OpHX practice is responsible for running and scaling client experience management operations including:

  • Maintaining customer experience management systems
  • Supporting operations and break-fix processes
  • Identifying, sourcing and interpreting experience data sets
  • Documenting customer journeys and pain points
  • Developing analytical models to drive insights
  • Integrating CX systems to frontend and backend business applications


Work You Will Do

Configuration

Work with OpHX program managers, account managers, configuration team, and insight leads to carry out the technical design, build, and management of OpHX programs. These OpHX programs are typically built leveraging enterprise experience management Saas solutions such as Medallia or Qualtrics.

  • Leverage best in class configuration and build practices, build well-thought out scalable solutions, and perform effective break-fix operations
  • Support ticket management including root cause analysis, communications, and solution design/implementation for OpHX programs
  • Drive technical success for assigned accounts by delivering high quality and scalable configuration, that enables client success
  • Support tech discovery-related conversations, workshops, and associated deliverables for client teams
  • Anticipate client needs and formulate solutions to client issues
  • Maintain responsibility for completion and accuracy of work products
  • Work with USI-based (offshore India) technical configuration team


Qualifications

Required:

  • 3+ years' experience delivering technology implementation, operate, or configuration projects
  • Experience with complex problem solving, data analysis, root cause analysis and incident management
  • Proven ability to effectively prioritize workload and meet deadlines
  • Experience managing client relationships
  • Proven skills demonstrating strong judgment, problem-solving, communication and decision-making abilities
  • Experience with XML, HTML, CSS, and JavaScript
  • Travel up 30% (while 30% travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.


Preferred:

  • CX SaaS Certifications (Medallia, MaritzCX, Qualtrics, CCXP etc.)
  • Professional experience implementing Medallia and / or Qualtrics programs for clients
  • Experience with customer experience analytics solutions and practices
  • Experience with Adobe, Salesforce, SAP and other CRM tools, ideally integrating these solutions with CX SaaS solutions