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Customer Experience (CX) Specialist Senior

| Greater NYC Area

Customer Experience (CX) Specialist Senior - NYC

In the business world, you’re a method actor. You walk a client’s walk, and you talk their talk. You understand their fundamental business concerns as if they were your own and use them to intuitively identify (and manage) the business requirements of each project. Your X-ray-like insight into your client’s business needs influences functional design, prototyping, process design (including scenario design), testing, as well as training and supporting implementation teams. You are the ambassador between the business world and Deloitte's studio teams--able to work with the studio team to catapult the client’s needs into a successful product.

 

Work you’ll do

Engage in discovery and research of the client’s customers' needs and requirements across all of a client’s touchpoints and interactions (e.g. call center, mobile, in-store, social, advertising, etc.) so as to see the end-to-end, holistic customer experience

Create artifacts (e.g. personas, journey maps, storyboards, etc.) to document findings from discovery

Communicate the results from discovery to the client, the functional team as well as the studio UX, creative, and development teams

Define the technical and user-centric design challenge and vision

Create usable and intuitive concepts for complex and highly functional problems

Adeptly and quickly move from fuzzy problems to working solution prototypes (via brainstorming, wireframes, visual mock-ups and clickable prototypes)

Articulate and defend conceptual and directional choices, representing studio design work directly at clients

Lead a cross-functional team

Inspires clients to adopt a design thinking mindset

Design and deliver end-user, web- and mobile-based applications

Use your fluency in the language of consulting (business drivers, process and needs) as well as design (user-centric, front-end experience creation)

Pursue a fascination with the current and future state of digital media

Show your love of growing and scaling businesses and a passion for deceptively simple design

 

The team

Commercial Excellence & Experience

Our Commercial Excellence & Experience team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets.

 

Professionals will serve our clients through the following types of work:

  • Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
  • Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
  • Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
  • Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
  • DigitalMix | an integrated set of platforms to enable business re-platforming

 

Required Qualifications

Four plus years of relevant consulting, digital agency or industry experience

Minimum two years of direct experience in Interface Design, Interaction Design, or Information Architecture roles

Minimum two years of direct experience in process design (including requirement gathering, wireframing, visual design, development and user testing)

Minimum two years of experience leading cross-functional teams (and counseling junior staff)

Working experience with industry-standard user experience, graphic design and front-end development tools (including OmniGraffle, Axure, Adobe Creative Suite and HTML)

Thorough understanding of the design process, project management principles, client relationship management, and pre-sales activities

Ability and willingness to travel 80 100% of the time

Strong written and verbal communication skills

Strong presentation and group facilitation skills

Belief that all things can be better

Enjoys the challenge of an ambiguous situation

Bachelor’s Degree or equivalent experience

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • JSFFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SAP HANADatabases

Location

Hudson Square is bounded by West Houston Street to the north, Canal Street to the south, Varick Street to the east and the Hudson River to the west.
Tech leader Kristin Spalding found her "why" at Deloitte Digital
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An Insider's view of Deloitte Digital

How does your team reward individual success?

Rewards and recognition awards are given to individuals and teams who make outstanding contributions above and beyond the expectations of their roles. Also, practitioners are "spotlighted". This could be a weekly showcasing of how a team won a new pursuit or demonstrating a new solution or product. This is a great way to build your network!

Kristi

Talent Executive

What makes someone successful on your team?

Someone who is very driven, has a creative design-led thought process, is not afraid to speak up, willing to go the extra mile, embraces diversity, team-oriented, versatile (willing to try new things and learn new skill sets), and has the ability to quickly grasp the client's business challenges and as role of technology in helping to solve them.

Allison

Manager

How does the company support your career growth?

Career growth is a priority here. We have bi-weekly check-ins with managers to get feedback & ensure regular opportunities to adapt to it, & year end performance evaluations offering advancement opportunities and benchmarking where you are in your career progression. Mentorship also exists informally, and formally via the counseling structure.

Angela

Manager

What are Deloitte Digital Perks + Benefits

Deloitte Digital Benefits Overview

Disclaimer: Benefits listed here are examples of benefits currently offered by Deloitte to certain eligible professionals but any benefit for which you may become eligible if employed by Deloitte will be governed by the terms and conditions of your employment and by the terms of each individual plan or program. Deloitte has the right to change plan or program terms (including eligibility for benefits) or to discontinue any part or all of the benefits described herein at any time.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Emergency child care benefits offered
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
We offer Adoption and Surrogacy Assistance
Vacation & Time Off Benefits
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
We offer Paid Sick Days and Safe Time Days
Perks & Discounts
Beer on Tap
Commuter Benefits
Company Outings
Free Daily Meals
Hudson street office offers daily breakfast and lunch every friday
Game Room
Hudson street studio has a foosball table!
Stocked Kitchen
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
We offer Diversity Affinity Groups and Inclusion Councils
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