• Customer Operations Delivery Leader

    DeloitteChicago, IL 60684

    Job #1113499902

  • Service Delivery Leader Voice of the Customer (Operate Experience Management)

    Locations: Denver, Chicago, and Greensboro

    In today s world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels.

    Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and Hux by Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end.

    Hux is the Human Experience Platform by Deloitte Digital. We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers.

    Hux by Deloitte Digital gives companies the ability to build and leverage the connections between people, systems, data and technologies so they can deliver personalized, contextual experiences to customers at scale.

    The Team

    OpHX, our Operate Experience Management practice within Hux, helps clients design, service and run their experience management programs to elevate the customer, employee, and product experience. Our team of professionals stands up and implements SaaS based experience programs to measure, manage and act on experience feedback and operational data sets. OpHX formalizes operate services to help clients improve the quality, maturity and power of their customer measurement and management tools to help uncover root causes of pain points, the strengths that drive great interactions, and ultimately grow their business through CX driven ROI.

    Specifically, our OpHX practice is responsible for running and scaling client experience management operations including:

    • Maintaining customer experience management systems

    • Supporting operations and break-fix processes

    • Identifying, sourcing and interpreting experience data sets

    • Documenting customer journeys and pain points

    • Developing analytical models to drive insights

    • Integrating CX systems to frontend and backend business applications

    We are seeking a strong operational leader to help us transform and scale our OpHx practice for the future as we prepare for rapid growth in this space.

    Work You Will Do

    • Operate Service Catalog Design

    • Lead a team of experienced Hux resources to define what our OpHx services are. Determining:

    • Asks: what tasks are in scope and what are out

    • Skills: what skills are required in the team to deliver the range of scope (tasks)

    • Resource Roles: define Resource Roles based on aligning skills to a role.

    • LoE: determine what variables drive Level of Effort to be used in pricing

    • Level of Complexity: determine what variables drive complexity and risk

    • Pricing

    • Work with Pricing Lead and Hux Service Operations Leader on setting pricing parameters based on Complexity and LOE variables above. Participate in reviews of client SOWs and provide feedback.

    • Operate Service Delivery Management

    • Structure team to deliver to existing and forecasted demand. Determine assignments / headcount by Resource Role

    • Set up management tooling and instrumentation:

    • Ticketing system: both internal and externally created (email to Case, Text to Case, Web form to Case etc.) including routing to the right Resource Role teams.

    • Reporting System: both external by Client and internal consolidated

    • Dashboards: monitors in Operate workspace to view / track work progress and issues.

    • Automation: Identify ways we can improve value to clients and efficiency in our work through automation. Work with the Product org to get automation elements built and released.

    • Maintain team meeting cadence to prioritize efforts, communicate across teams and review business performance.

    • Manage and support delivery teams in resolving escalated client issues

    • Manage Account Management function (including team of account managers)

    • Operate Talent Leadership

    • Manage Headcount to meet quality and margin requirements

    • Manage Talent Development (Skills development) to enable future capacity of with the right skills mix

    • Maintain team engagement and morale

    • Identify performance issues and collaborate with Talent to address them

    • Spend time with the USI team both in the US and in India locations.

    • Operational & Financial

    • Monitor and manage utilization as a measure of available capacity.

    • Monitor forecasted sales, their impact to operate revenue and their service delivery needs

    • Managed Direct Margin for Operate including compensation, expenses and overall staff level.

    Goals and Metrics:

    Measured on overall health, satisfaction, profitability and renewal rate of client portfolio

    • Direct Margin: 40% in FY20 growing to 50% in FY21

    • CSAT: if NPS, then 42 or higher.

    • Renewal Rate: 85%

    • eHx: measurement TBD but maintain high team engagement

    • Expansion Revenue: growth through subscription expansion of services and or projects spinning out

    What You'll Need

    Required Experience:

    • 10 years of managing an operations function

    • 7 years providing customer experience solutions to fortune 500 clients

    • 5 years strategic leadership experience focused on developing and leading teams

    • 3 years leading teams to implement and manage implemented Medallia and / or Qualtrics programs for clients

    • Experience with customer experience analytics solutions and practices

    • Strong leadership, team building, conflict resolution and communication skills

    How you ll grow

    At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at ~~~

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    Category: Management Consulting

    About Deloitte

    As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see ~~~/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.