Customer Experience 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 and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Work You'll Do

As a Consultant, Strategy, Growth, and Transformation on the Customer Strategy & Design team, you will be responsible for:

• Requirements gathering & strategy implementation
• Translating business goals into an XM solutions - define survey types, workflows, data models, and integration points
• Setting up surveys, dashboards, automations, and embedded logic within Qualtrics
• Connecting Qualtrics to CRM, HRIS, data warehouses, or other systems via APIs, web services, or SSO
• Verifying data flow, intercepts, and reporting before live rollout
• Engaging stakeholders, providing training, and embedding experience management into team culture

The Team

Deloitte's Government & Public Services (GPS) practice serves federal, state, & local government clients as well as public higher education institutions. Our Customer Strategy & Design team discovers, designs, and prototypes customer growth strategies and innovation portfolios.

Requirements & Tech Stack

• Qualtrics
• CRM
• HRIS
• Data warehouses
• APIs
• Web services
• SSO

Qualifications

• Bachelor's degree preferably in computer science, information systems, data analytics, software engineering, or business analytics.
• 2+ years of experience advising clients on best-practices of configuration for data collection.
• 1+ years of experience delivering platform demos and technical walkthroughs to business stakeholders, translating data-driven findings into clear action.
• 2+ years of experience analyzing customer feedback data and creating dashboard-based reporting.
• Ability to travel 0-25%, on average.
• Must be legally authorized to work in the United States without the need for employer sponsorship.

Preferred Qualifications

• Qualtrics certification.
• 1+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code.
• 1+ years of experience configuring Qualtrics Experience Management (XM) Platform surveys, workflows, embedded data, dashboards, and reporting.
• 1+ years of experience designing integrations between cloud platforms and CRM, HRIS, or data warehouse platforms using APIs, web services, or SSO.
• 1+ years of experience integrating Qualtrics with Salesforce, SAP, or Slack.
• 1+ years of experience supporting federal, state, or local government agencies or public higher education institutions.
• 1+ years of experience configuring solutions in environments subject to Federal Risk and Authorization Management Program (FedRAMP) requirements.

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