Consultant – Manager, Service Design, Deloitte Digital

Overview

In this role, you drive end-to-end service transformation for clients, focusing on customer-centric experiences and multi-disciplinary collaboration. You’ll design service experiences, map journeys, and shape operating models, working with cross-functional teams to deliver measurable impact. The role blends strategy, design, and technology to help clients innovate and improve service delivery. You’ll be part of Deloitte Digital’s mission to fuse strategy, tech and design and to create meaningful outcomes for clients and society.

Pay / Benefits

• hybrid working policy
• wellbeing focus
• development opportunities
• supportive culture
• flexible working arrangements
• collaborative environment

Responsibilities

• Lead discovery to identify client challenges using user experience, process and organizational insights
• Draft clear business requirements for customer service tech and operating model designs
• Design end-to-end services across digital touchpoints, physical interactions, and processes
• Contribute to transformation strategies covering process optimisation, technology enablement and organisational design
• Design or optimise customer service processes to improve customer and employee centricity
• Advise on technology-enabled service delivery (CRM, automation, analytics) and GenAI applications
• Shape service operating models and potential sourcing options
• Facilitate workshops with clients and internal teams to co-create solutions and build consensus
• Manage specific design/transformation workstreams, ensuring timely, quality deliverables
• Communicate design concepts and research findings to stakeholders, championing human-centered design
• Engage with clients and teams, sharing best practices and building strong relationships

Key requirements

• Experience in Service Advisory or Service Design within a consulting-like environment
• Strong portfolio demonstrating service transformation
• Experience with service transformation, customer experience, or operational excellence
• Familiarity with service-oriented technologies (CRM, CCaaS, contact centre solutions, field service management, automation)
• Exposure to GenAI solutions in service transformation is desirable
• Strategic thinking and problem-solving ability to translate challenges into design solutions
• Facilitation and communication skills for workshops and stakeholder engagement
• Client and team engagement, mentoring junior resources in an inclusive culture

• collaboration
• facilitation
• communication
• CRM
• CCaaS
• contact centre solutions

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