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Director - Customer Strategy

Date:  05-May-2021

Melbourne, VIC, AU


Role overview

Deloitte Digital is Australia's leading digital consultancy and design studio. Our Customer Strategy and Applied Design team is seeking a highly motivated and experienced Senior Customer Strategy Consultant to join and support our continued growth.


As a Customer Strategy Director at Deloitte Digital, you will use your 7+ years of prior consulting or customer/digital agency experience to be responsible for selling and delivering engagements to help our client’s growth through digital and customer transformation.


About Deloitte Digital

A Digital, Customer & Marketing agency with the backing of a top-tier consulting firm. Deloitte Digital is where business, creativity and technology intersect to craft beautifully seamless experiences that deliver business outcomes. With a wonderful mix of designers, strategists, technologists and makers, our guiding ambition is to make an impact that matters by making our clients the best customer-oriented businesses in the world.


Our Customer Strategy and Applied Design practice works at the intersection of strategy, insights and design to help our clients deliver superior value in market to the customers they serve. We help our clients re-think their strategies from the customer first, identifying those distinct opportunities for where and how to win in their chosen market. We then walk with our clients on the journey for change, bringing our collective depth of expertise in the domains of strategy, insights, analytics, digital enablement and design thinking to help them articulate and implement a customer strategy that is truly inspiring to both their customers and the organisation’s success.



Your responsibilities

As a Customer Strategy Director, you will be responsible for selling, delivering and working to advisor senior clients on customer strategy led engagements. We are industry agonistic but are seeing particular demand from our financial services and government clients for transformation related services.


You will need to:

  • Develop client and Deloitte Partner relationships to develop a pipeline of work relating to customer strategy, operating model design, technology investments and capabilities
  • Own and deliver engagements by apply your project management skills in scoping, designing, planning, and implementing projects
  • Bring strong structured problem solving, quantitative research, financial analysis, customer analytics, and business process skills
  • Build highly effective teams through coaching
  • Develop and maintain client relationships at executive level
  • Combine effectively with other Deloitte teams including digital technology delivery teams, platform engineers, creatives, economists and organisational change specialists
  • Oversee defining major assumptions underpinning hypothesise designs and executes assumption tests
  • Oversee research and analysis to help inform choices made with customer, digital and innovation strategies, including analysis and synthesis of data to generate customer insights to apply to the improvement of meeting customer needs
  • Align and advise clients around digital adoption, agile, & lean design and innovation enabled design, operating delivery and capabilities building
  • Determine the digital and experience return on investment contributing to the development of financial modelling, dashboard and metrics development e.g. for digital marketing investments
  • Pursue constant learning and self-development



Enough about us, Let’s talk about you

To succeed, you will have:

  • The desire to progress to Partnership within Deloitte
  • University degree with outstanding academic record from a leading Australian or Overseas university. MBA, or other advanced studies, desirable.
  • 7+ years’ experience ideally in leading consulting firm, digital/ design agency or within a private or public sector equivalent
  • Exceptional design, analytical and problem-solving skills with the ability to exercise mature judgment and advise senior executives
  • Exposure to leading in digital project teams in a client-facing environment
  • Demonstrated ability building strong relationships and working within multi-disciplinary teams
  • The desire to work on pioneering and enduring change across the most pressing government and financial services clients
  • Experience and interests in the use of human-centred design, current use of technology including digital marketing, mobile, data analytics and an understanding of emerging trends and technologies as they relate to strategy (e.g. digital, cloud, AI)
  • Comfortable with a non-linear process, comfort in ambiguity, and flexibility to adjust as things shift
  • A passion for creating customer-centred experiences that delight end users and that solve business problems including through
  • Willing to make the most of Sydney based with flexible working and great career/ personal development opportunities


Why Deloitte?

At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential. Deloitte Australia opens the door to a career that can cross borders virtually and physically across Asia Pacific to gain experience and access projects beyond Australia’s borders. We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. Knowing that people work best in a variety of ways, we are happy to discuss alternative arrangements if the working pattern you are looking for is not specifically indicated. 

We’re committed to continually building a safe and respectful workplace, where all our people feel appreciated and accepted. Through the creation of endorsed employee-led diversity networks which promote cultural, disability, LGBTI+, Aboriginal and Torres Strait Islander people and gender equality, we’re leading the way to shape an environment where everybody can thrive. 

We are proud to have been recognised for our efforts in inspiring change and accelerating progress – check out our careers site for recent recognition in this space.

Next Steps

Sound like the sort of role for you? Apply now.


If you’ve got any questions or wish to have a confidential conversation about this role, contact Aditi from the Deloitte Digital Talent team. We’d love to hear from you!




By applying to this job, you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte employee experience globally.


At Deloitte, we know we’re at our best when we look out for one another; prioritise respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. 


The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.