CX and Strategy Manager

Job Requisition ID: 39133 

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 strategic outcomes. With a wonderful mix of designers, strategists, technologists and makers, our guiding ambition is to make an impact that matters.

Our Customer Strategy and Applied Design practice works at the intersection of strategy, insights, and design to help our clients deliver superior value 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 customers and the organisation.

Your responsibilities

As a Senior Manager in Customer Strategy, you will be considered a safe pair of hands who can deliver advisory services to solve complex problems, to high standards, and working with senior government executives.

You will need to:

• Lead conversations and provide a strong point of view to our stakeholders and clients to drive the digital transformation agenda
• Lead conversations with senior clients on their strategic agenda and how our offerings align and will create impact in this context
• Lead project delivery including guiding the team and the client, managing delivery and making strategic recommendations
• Partner with clients to identify strategies and convert innovative ideas into tangible, deliverable solutions in the form of products, services and experiences
• Influence clients for all current and potential opportunities by providing subject matter expert knowledge
• Align clients around digital adoption, agile and lean design and innovation enabled design, operating delivery and capability building
• Lead research projects to help inform strategic choices including analysis and synthesis of data to generate customer insights to improve the customer experience
• Oversee and guide business case development and determine the digital and experience return on investment
• Calculate and measure the effort involved in projects as well as managing expectations, risks and timelines with client
• Quickly build an internal network and bring the broader expertise of Deloitte to deliver the best outcome for clients
• Build highly effective small teams while guiding junior colleagues and building strong client relationships
• Pursue constant learning and self-development
• Coach junior members of the Deloitte teams on their successful crafting of customer strategies and approval of projects within NSW Government.

Your experience

To succeed, you will have:

• University degree with outstanding academic record from a leading Australian or Overseas university or business school or otherwise have otherwise demonstrated continuous learning
• 6+ years’ experience working with or for Government – ideally the NSW - in delivering special projects, working with Ministers with a good understanding – for example - of the Digital Restart Fund and funding through the NSW Treasury investment process.
• Exposure to working in digital project teams in NSW Government
• Exceptional analytical, design and problem-solving skills with the ability to exercise mature judgment
• Demonstrated ability to build strong relationships and working within multi-disciplinary teams

• Experience/ interest in the use of human-centred design, technology including digital 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 strategic problems

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

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.

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.