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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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