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T&T - Customer - CX - Bengaluru - Manager
manager · Consulting
T&T - Customer - CS&D - CX - Bengaluru - Manager
• Job requisition ID : 111368
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
The team
CS&D is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies what, how, and why of change so you’re always ready to act ahead. Learn more about Customer
Required Skill Set:
Customer Experience Strategy & Transformation
- Lead CX transformation programs across the customer lifecycle, from strategy through execution.
- Define and implement customer-centric strategies aligned to business objectives and market trends.
- Conduct customer experience assessments and maturity evaluations to identify improvement opportunities.
- Develop CX roadmaps, operating models, governance structures, and measurement frameworks.
Customer Journey Design & Service Design
- Lead the development of end-to-end Customer Journeys (CJs) across key touchpoints and channels.
- Facilitate journey mapping, service blueprinting, design thinking workshops, and stakeholder alignment sessions.
- Identify pain points, moments of truth, and experience improvement opportunities.
- Translate customer insights into actionable business and digital transformation initiatives.
Digital Transformation
- Support clients in defining and implementing digital transformation strategies.
- Work with cross-functional teams to identify and deploy digital solutions, automation, AI-enabled capabilities, CRM platforms, and omnichannel experiences.
- Develop future-state customer experience ecosystems and technology-enabled operating models.
Client Relationship Management
- Manage end-to-end consulting engagements, including project planning, delivery oversight, stakeholder management, and quality assurance.
- Build trusted advisor relationships with senior client stakeholders.
- Support business development activities, proposal development, and thought leadership initiatives.
- Identify opportunities for account growth and cross-service collaboration.
Team Leadership & People Development
- Lead, coach, and mentor consulting teams across multiple engagements.
- Drive team performance, capability development, and knowledge sharing.
- Provide structured feedback and support career progression of team members.
- Foster a collaborative, inclusive, and high-performance team culture.t
Level & Experience:
- 8-12 years of relevant experience in management consulting, customer experience, digital transformation, or business transformation.
- Proven experience leading CX advisory engagements for large organizations.
- Experience across multiple industries such as Consumer, Retail, Banking, Telecommunications, Healthcare, Public Sector, Mobility, Travel, Hospitality, or Technology.
- Demonstrated experience in customer journey mapping, service design, process transformation, and digital enablement initiatives
Location and way of working
- Base location: Bangalore
- Working from the office at least 3 days a week is mandatory, with a hybrid model tailored to each domain’s specific needs.
- Education: MCA/ Mtech/ MBA/ B. Tech/ BBA/ BSC/ BE/ B.Com