Customer Experience Manager

Deloitte - Richmond, VA

Full-time - Mid Level

Richmond, VA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Experience Manager at Deloitte plays a crucial role in enhancing user experiences and engagement for government and public sector clients. This position focuses on creating innovative Experience Management solutions that align with business and technology objectives, overseeing project service excellence, and managing relationships with key decision-makers. The role requires a blend of strategic thinking, leadership, and a deep understanding of customer strategy and digital design.

Responsibilities

• Oversee the creation of innovative and transformative Experience Management solutions for State and Local Health and Human Services clients.
• Create effective Experience Management strategies and roadmaps aligned with business and technology objectives.
• Manage project service excellence by identifying key issues, evaluating analysis, and developing recommendations.
• Lead day-to-day interactions with executives and sponsors, maintaining contact with top decision makers.
• Contribute to project proposal development and pricing models.
• Secure relationships with qualified targets to uncover opportunities and manage the project pursuit process.
• Support the go-to-market strategy and scale Experience Management as an offering.
• Improve internal processes and promote knowledge sharing within the team.

Requirements

• Bachelor's Degree or equivalent.
• 10+ years of experience leading and developing user-centric models & capabilities.
• 4+ years of experience overseeing the creation of client strategies and roadmaps.
• 2+ years of experience overseeing project budgets and managing project economics.
• Must be legally authorized to work in the United States without employer sponsorship.
• Must be able to obtain and maintain required security clearance.

Nice-to-haves

• Master's degree or foreign equivalent in Business Administration or related field.
• Active Secret level security clearance preferred.
• 4+ years of experience in stakeholder and communications management processes.
• 4+ years of experience assessing existing systems and identifying gaps.
• 2+ years of experience managing Experience Management projects.
• 2+ years of experience in business development activities and proposal creation.

Benefits

• Competitive salary
• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities