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.
Work You’ll Do
As a Delivery Senior Consultant, Customer Experience on the Customer Strategy & Design team, you will be responsible for:
- Translating customer experience program objectives into Qualtrics Experience Management (XM) solution designs that define survey architecture, data models, workflows, and integration requirements.
- Configuring and optimizing Qualtrics surveys, embedded data, dashboards, automations, and logic for enterprise feedback programs.
- Building secure integrations between Qualtrics and customer relationship management, human resources information systems, and data warehouse platforms using application programming interfaces, web services, or single sign-on.
- Deploying unmodified Qualtrics-provided Website/App Insights code in approved global headers or footers; avoiding multiple concurrent snippets; and testing data flow, intercepts, reporting, and workflow performance before production releases.
- Analyzing customer feedback data, building role-based dashboards, and training stakeholders on reporting and workflow use to support experience management adoption.
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 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.
This opportunity sits within our Center talent model, which is dedicated to driving impactful business services. It leverages Deloitte’s scale and talent, as well as a center delivery model to provide high-quality, cost-effective service with standardized processes and procedures to service businesses across Deloitte.
The Deloitte Center has a small-business feel with a big-business impact. With the resources of Deloitte and a community feel, the center model provides high-quality services to our clients. Center professionals work out of one of our specific delivery center locations, and each location presents dynamic career opportunities for professionals to focus on their work with nominal travel requirements.
Qualifications
Required:
- Bachelor's degree preferably in computer science, information systems, data analytics, software engineering, or business analytics.
- 2+ years of experience configuring Qualtrics Experience Management (XM) Platform surveys, workflows, embedded data, dashboards, and reporting.
- 2+ years of experience designing integrations between cloud platforms and 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).
- 2+ years of experience analyzing customer feedback data and creating dashboard-based reporting.
- 2+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
- Delivery Center Location & Travel Requirements:
- Hybrid Work Model: Operate under a hybrid system requiring residence within a commutable distance to one of the US Delivery Center locations (Gilbert, Lake Mary, or Mechanicsburg)
- Co-location Expectation: Spend up to 30% of working time co-located at an assigned office for orchestrated opportunities, including projects, practice sessions, training, and Moments That Matter at a Deloitte Delivery Center location, Geo-Hub location, approved site, or project location
- Travel Requirement: Maximum of 10% overnight travel for client or project purposes
- Relocation Requirement: If relocation is necessary, complete the move within 12 weeks from the start date to reside within a commutable distance
Preferred:
- Qualtrics certification.
- 1+ 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.
- 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.
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 $110,700 to $218,300.
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.