Customer Experience Management Consultant

About the Role

Deloitte's Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We enhance customer experiences and drive sustained growth through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service.

As a Senior Consultant in Deloitte's Customer Experience Management practice, you will leverage your knowledge of best-in-class technology (Medallia, Qualtrics, Sprinklr) to collaborate with clients to strategize, configure, and implement world-class customer feedback, analytics, and engagement solutions. You will act as a trusted advisor, supporting overall project goals and objectives, crafting quality deliverables, managing teams and day-to-day relationships, and providing technical and functional guidance.

Key Responsibilities

Platform Implementation & Technical Configuration

• Configure and implement customer experience platforms (Medallia, Qualtrics, Sprinklr) to address unique business needs.
• Lead in technical design and build, including integrations, enhancements, and ongoing platform support, such as API-based integrations (Salesforce, ServiceNow, Adobe, Snowflake), SSO/OIDC setup, and data ingestion/export processes.
• Troubleshoot and optimize system performance, working closely with client and internal technical teams.

Functional Consulting & VOC Strategy

• Manage relationships with business stakeholders and work to translate their objectives into VOC (Voice of Customer) solutions, journey maps, and actionable roadmaps.
• Lead client assessments and development of technical/functional roadmaps to enable structured VOC strategies.
• Develop and deliver workshops on strategy, analytics, and customer journey visioning.

Project Management & Delivery

• Manage assigned projects and teams, reporting on progress, timelines, and deliverables through structured executive status reports.
• Manage and collaborate with cross-functional teams (analytics, developers) to drive project execution and ensure high-impact outcomes.
• Apply Agile project management principles – helping organize governance, facilitate agile ceremonies, and enable collaborative decision-making.

Analytics & Insights

• Design and develop dashboards, real-time reporting, and analytics suites, including text/speech analytics and sentiment drivers.
• Help clients interpret platform data, convert insights into actions, and measure progress (KPI frameworks, NPS improvement, etc.).
• Ensure solutions allow stakeholders to make data-driven decisions.

Requirements & Tech Stack

Required Qualifications

• Bachelor's degree in business, technology, or related discipline.
• Certifications in Medallia.
• Experience (2+ years) in hands-on configuration of CX platforms (ex: Medallia, Qualtrics, Sprinklr).
• 1+ years of basic project management experience (Agile frameworks preferred).
• Understanding of API integrations, SSO/OAuth setup, and data transformation (ETL) concepts.
• Ability to travel up to 50% on average.
• Limited immigration sponsorship may be available.

Preferred Qualifications

• Strong problem-solving and analytical skills; comfortable working with sophisticated data sets and deriving actionable insights.
• Excellent communication and organizational skills for engaging both technical and executive stakeholders.
• Experience in client-facing consulting or advisory roles.
• Exposure to VOC strategy, customer journey mapping, or analytics program delivery.
• Familiarity with cloud data solutions or dashboarding platforms.
• Exposure to REST APIs, JSON/XML data handling, and webhooks/event-driven integrations.

General Skills

• Ability to work independently and collaborate as part of a team.
• Effective written and verbal communication skills.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment.
• Strong interpersonal skills and professional demeanor.
• Ability to meet deadlines.
• Ability to provide clear guidance to others.