CUSTOMER EXPERIENCE SENIOR MANAGER, STRATEGY, GROWTH, AND TRANSFORMATION

Strategy, Growth, and Transformation | Functional and Operational Strategy and Transformation

Same job available in 75 locations

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POSITION SUMMARY

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can 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.

Recruiting for this role ends on 12/31/2026.

Work you'll do

As a Senior Manager, Strategy, Growth, and Transformation on the Customer Strategy & Design team, you will be responsible for…

• Lead the development of customer experience and experience management strategies that align business priorities, operating models, data, and technology.
• Advise executive stakeholders on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
• Direct end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions across customer, employee, and product experience programs.
• Oversee integrations between Qualtrics and customer relationship management (CRM), human resources information systems (HRIS), data warehouse, and other enterprise platforms using application programming interfaces (APIs), web services, and single sign-on (SSO).
• Lead multidisciplinary delivery teams, manage executive client relationships and delivery risks, and drive experience management proposals and practice development.

A successful candidate would possess these 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 mentor and provide clear guidance to others

The team

Deloitte’s Government & Public Services (GPS) practice – our people, ideas, technology and outcomes – is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Customer Strategy & Design team discovers, designs, and prototypes customer growth strategies and innovation portfolios.

Qualifications

Required:

• Bachelor's degree
• 8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements
• 4+ years of experience leading Qualtrics implementation programs across customer, employee, or product experience use cases
• 4+ years of experience configuring and deploying Qualtrics Experience Management (XM) Platform solutions, including surveys, workflows, embedded data, dashboards, and reporting
• 4+ years of experience leading client delivery teams for experience management implementations and presenting solution recommendations to executive stakeholders
• 2+ years of experience supporting federal, state, or local government agencies or public higher education institutions
• 2+ years of experience configuring solutions in environments subject to Federal Risk and Authorization Management Program (FedRAMP) requirements
• Ability to travel 0-50%, on average, based on the work you do and the clients and industries/sectors you serve
• 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:

• Qualtrics certification
• 1+ years of experience designing Qualtrics solution architectures, including governance, data models, integrations, and reporting
• 1+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code
• 1+ years of experience integrating Qualtrics with Salesforce, SAP, Slack, customer relationship management (CRM), human resources information systems (HRIS), or data warehouse platforms using application programming interfaces (APIs), web services, or single sign-on (SSO)

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,600 to $338,300.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available.

Requisition code: 374202

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