AI-Enabled Customer Decisioning - Director

Job Requisition ID: 37494 

AI-Enabled Customer Decisioning – Director

Are you excited by the potential of AI, Machine Learning, Data, and People to transform businesses? Do you thrive using innovative technology and evidence-based approaches to work side-by-side with clients to solve their most complex problems? 

We are seeking a dynamic and strategic Director to lead the sales and delivery of AI-enabled customer decisioning solutions. This leadership role will shape how Australia's leading organisations design, implement, and operate advanced customer engagement and personalisation capabilities.

As a senior member of the team, you will work with C-suite clients to advise on customer strategy, lead the development of AI-powered decisioning platforms, and oversee transformation initiatives that deliver measurable business outcomes. You will also play a critical role in business development, practice leadership, and building high-performing teams.

What will your typical day look like? 

Client Advisory and Solution Design

• Advise CxO-level stakeholders on customer strategy, personalisation, marketing technology, and AI adoption.
• Shape AI-enabled decisioning roadmaps across customer acquisition, engagement, retention, and service.
• Design integrated solutions that combine strategy, data, technology, and operations.

Sales and Business Development

• Identify and pursue new business opportunities across key industries (e.g., financial services, retail, insurance).
• Lead end-to-end sales cycles, from opportunity identification through to commercial negotiation and close.
• Build and maintain strong client relationships, acting as a trusted advisor.

Delivery and Execution

• Oversee the successful delivery of customer decisioning projects, ensuring on-time, high-quality outcomes.
• Lead cross-functional teams across data science, marketing technology, and change management.
• Support clients in transitioning to operational ownership and continuous optimisation of decisioning platforms.

Practice and Capability Leadership

• Build and scale a high-performing AI decisioning team with diverse capabilities.
• Contribute to thought leadership and innovation in customer AI, personalisation, and decisioning.
• Mentor and grow emerging leaders and specialists in the practice.

About the team:  

Our AI & Data team is a diverse group of over 500 specialists across Australia, partnering with clients in both public and private sectors to deliver cutting-edge solutions. We collaborate with leading technology providers such as AWS, Microsoft, Google, Snowflake, and Databricks, ensuring we stay at the forefront of emerging AI and data capabilities. 

Enough about us, let’s talk about you.  

Experience & Skills

• 10+ years’ experience in consulting, technology, or industry roles related to customer engagement, AI/ML, or marketing technology.
• Proven track record in selling and delivering large-scale customer decisioning, customer engagement, data and AI, or personalisation programs.
• Deep understanding of AI technologies (e.g., predictive models, real-time decision engines, GenAI) and relevant platforms (e.g., Adobe, Salesforce, Pega, HCL Unica, SAS CI, Amazon Personalize).
• Strong business acumen with the ability to connect technical capabilities to commercial outcomes.

Leadership Qualities

• Proven leadership of multi-disciplinary teams in a consulting or matrixed environment.
• Exceptional stakeholder management and executive communication skills.
• Passion for innovation, emerging technology, and creating measurable value for clients.

Performance Expectations:  

As a Director, your role is to deliver high-quality solutions, collaborate with clients, and contribute to innovation, aligned with Deloitte’s T&T Performance Expectations Framework. Your responsibilities will include: 

• Client Engagement & Project Leadership – Manage data-driven projects and ensure business impact.
• Team Leadership & Development – Support junior consultants in technical delivery, career growth, and skill development.
• Innovation & Thought Leadership – Contribute to Deloitte’s AI & Data community, staying ahead of emerging technologies.
• Client Engagement and Project Leadership – Manage data-driven projects and ensure measurable business impact, both for the client, and Deloitte. 
• Sales Leadership – Develop a sustained pipeline of opportunities in the Customer Decisioning and AI offerings.

• Practice Contribution – Work closely with teams to deliver and enhance standardised, AI-fuelled development approaches to client engagements. 

• Team Leadership & Development - Support junior consultants in technical delivery, career growth, and skill development.
• Continuous Learning & Innovation – Contribute to Deloitte’s AI & Data community, staying ahead of emerging technologies.
• Operational Excellence – Meet Quality & Risk Management standards, ensuring project efficiency and governance.

Why Deloitte?    

At Deloitte, we focus our energy on interesting and impactful work. We’re always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.    

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone’s perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.   

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they’re in control of where and how they work, designing their work week around their client, team and personal commitments.  

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.   

Next Steps   

Sound like the sort of role for you? Apply now, we’d love to hear from you!   

By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.