Service Strategy

drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Position Summary

Level: Consultant

As an experienced Consultant, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.

Work you’ll do:

Seeking someone who possesses a unique blend of business strategy and ability to leverage modern technology solutions to help clients develop optimal customer service solutions; define value propositions and strategic imperatives that can drive topline (sales enhancement, customer growth, customer experience enhancement) and bottom-line improvements (operational efficiencies across people, process and technology).

An ideal candidate will need to work in close collaboration with US teams to implement best-in-class solutions that generate significant impact for its clients, design customer journeys, service delivery models, customer experience, contact center operations, contact handling technologies, field service, omni-channel strategy, workforce management design and identify key performance indicators.

Own and manage end-to-end service transformations (CCaaS, CAI, FSM etc.) from discovery to deployment stage including stakeholder management, requirement gathering, target state design, migration planning, testing strategy, change control and risk mitigation planning

The team:

The Customer Strategy & Design (CS&D) team is a core part of Deloitte’s Customer portfolio, helping organizations reimagine customer engagement, drive growth, and enhance experiences across the lifecycle. We operate at the intersection of strategy, design, and digital transformation, bringing together strategists, designers, analysts, and industry experts.

We work with C-level leaders to tackle complex challenges—from launching new ventures and redefining go-to-market strategies to shaping omnichannel experiences and driving marketing, sales, pricing, and service excellence. Our strength lies in delivering executable strategies that balance long-term vision with practical implementation.

Partnering across industries, we ensure that our solutions deliver both measurable impact and meaningful customer outcomes, guiding clients from insight to execution.

Qualifications

Must Have Skills/Project Experience/Certifications:

• The ideal candidate shall possess 2- 4 years of deep content expertise around areas of customer service, contact center operations and field service management along with strong industry experience and good analytical skills to be part of the Service Strategy, Design and Measurement practice.
• Experience in strategy consulting from consulting firms, Big 4 firms, experience within the Service Excellence and customer experience departments across Insurance, Life Sciences, Telecommunication, Media & Technology, Banking preferable. Demonstrated understanding of the adoption of technology and its impact to future operating models and organizational structures preferable
• Managing the pace and delivery of projects including coordination with key project stakeholders, reporting key findings and contributing to the wider business unit through business development, knowledge sharing and other activities
• A strong foundation in delivering actionable, data-driven insights with good exposure on complex data sets, performing quantitative analysis and
• Synthesizing and presenting insights and recommendations from data

Good to Have Skills/Project Experience/Certifications:

• Exposure to working in non-India Geographies (preferably US) and/or interacting with global stakeholders
• In addition to the core consulting and analytical skills, it is important that the candidate has post-masters experience in Customer Service domain :
• Experience in one or more of the following areas: customer and agent journey mapping, service delivery model design, customer experience improvement, Net Promoter Score (NPS), customer service operations (contact centers, field service) and technology, performance measurement, workforce management, omni-channel engagement, Conversational AI, Cloud communication platforms for customer engagement, speech analytics & automated quality management, case management, CRM systems

Education:

• MBA from a premier school in India or abroad