Customer Experience Consultant/Senior Analyst


Opportunity Overview
We are seeking a motivated and confident Consultant/Senior Analyst to join the Customer Experience Practice within Deloitte Private Commercial Advisory in Sydney. In this role, you will bring your experience working in human centered design, ideally in a consulting environment and across a range of sectors and industries.

As part of the Deloitte Private Commercial Advisory team, you will directly contribute to the success of an exciting, fast-growing business that is solving some of the most challenging issues faced by our clients. Projects will see you working on clients from retail, consumer products, automotive, health, financial services and more. You will be invited to contribute to projects that support the overall team strategy while capitalising on a number of education and training opportunities that will support and drive your career development and personal growth. No two days are the same and you will definitely be stimulated, challenged and always learning!

Duties and Responsibilities

  • Supporting the delivery of various customer experience projects (e.g. customer experience diagnostic/assessments, customer journey mapping, persona development, customer experience strategy, retail experience design, business model design etc.);
  • Interviewing stakeholders, conducting customer research, gathering data, and co-facilitating workshops;
  • Developing effective working relationships with internal and external stakeholders at all levels of an organisation, including Customer Experience Managers/Directors, Marketing Managers, C-suite executives and frontline staff
  • Developing practical solutions and roadmaps to support the clients customer experience delivery and improvement;
  • Writing reports and developing deliverable materials and content such as customer journey maps; and
  • Assisting Partners and Directors with business development activities, including the development of proposals and discussion materials

About your experience
When you think of your best qualities, are building relationships, partnering with clients, and coaching right at the top? Yes? Then you're exactly the type of person we want in the team.

Ideally you will have:

  • At least three years of experience in customer experience, human centred design, service design or similar with experience in a consulting environment preferred.
  • Flexibility and adaptability to work within a project-based environment;
  • Exceptional interpersonal and communication skills (written and verbal), the ability to co-facilitate presentations and workshops a plus.
  • Experience in techniques such as ethnographic research, persona development, customer journey mapping and design thinking along with a toolkit of methodology, processes and approaches you can apply.
  • Ability to synthesise multiple sources of information and research to develop meaningful insights and recommendations;
  • Ability to develop and manage relationships with internal and external stakeholders;
  • Desire to work in small teams, potentially across multiple projects, with an active “hands on” approach;
  • Strong skills with Microsoft PowerPoint and Excel;
  • Experience with business writing and developing reports is strongly preferred;
  • Bachelor’s degree or equivalent is preferred

Deloitte Culture
Deloitte is an equal opportunity employer. We pride ourselves on our team of diverse, elite Deloitte Professionals who are talented, supportive, inclusive and social – and who are at the heart of our success. Our aim is to ensure that all our people feel comfortable to bring their whole selves to work, and as a result, craft a workplace that encourages the true spirit of 'And different'. From day one at our firm you’ll be considered part of the Deloitte community and our development and career progression framework will help you develop the skills and capabilities to succeed – in every sense of the word.

Next Steps
If this sounds like an exciting opportunity that aligns with your experience, career goals and timeline, we want to hear from you! Click “Apply” below and submit your application.

Are you viewing this job on LinkedIn? Click here to apply