Customer Experience Senior Manager, Strategy, Growth, and Transformation

Senior Manager, Strategy, Growth, and Transformation

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

As a Senior Manager, Strategy, Growth, and Transformation on the Customer Strategy & Design team, you will be responsible for:

• Leading the development of customer experience and experience management strategies that align business priorities, operating models, data, and technology.
• Advising executive stakeholders on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
• Directing end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions across customer, employee, and product experience programs.
• Overseeing integrations between Qualtrics and customer relationship management (CRM), human resources information systems (HRIS), data warehouse, and other enterprise platforms using application programming interfaces (APIs), web services, and single sign-on (SSO).
• Leading multidisciplinary delivery teams, managing executive client relationships and delivery risks, and driving experience management proposals and practice development.

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to mentor and provide clear guidance to others

Qualifications Required:

• Bachelor's degree
• 8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements
• 4+ years of experience leading Qualtrics implementation programs across customer, employee, or product experience use cases
• 4+ years of experience configuring and deploying Qualtrics Experience Management (XM) Platform solutions, including surveys, workflows, embedded data, dashboards, and reporting
• 4+ years of experience leading client delivery teams for experience management implementations and presenting solution recommendations to executive stakeholders
• 2+ years of experience supporting federal, state, or local government agencies or public higher education institutions
• 2+ years of experience configuring solutions in environments subject to Federal Risk and Authorization Management Program (FedRAMP) requirements
• Ability to travel 0-50%, on average, based on the work you do and the clients and industries/sectors you serve
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,600 to $338,300. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.