Join our dynamic CS&D team at Deloitte Touche Tohmatsu India LLP, where we focus on validating achievements and building robust foundations for future success. We champion change, enabling you to act proactively in a rapidly evolving landscape. Explore the world of Customer Experience with us.

This role offers a unique opportunity to shape and drive customer-centric transformations for leading organizations. You'll be instrumental in redefining customer journeys and leveraging digital innovations to deliver exceptional experiences.

Lead comprehensive customer experience transformation programs from strategy inception to successful execution.

Define and implement cutting-edge, customer-centric strategies that align with core business objectives and emerging market trends.

Conduct thorough customer experience assessments and maturity evaluations to pinpoint key areas for enhancement.

Develop detailed CX roadmaps, establish effective operating models, design governance structures, and create robust measurement frameworks.

Lead the end-to-end development of Customer Journeys (CJs) across all critical touchpoints and channels.

Facilitate impactful journey mapping, service blueprinting, and design thinking workshops, ensuring strong stakeholder alignment.

Identify critical pain points, pivotal moments of truth, and opportunities for significant experience improvements.

Translate complex customer insights into actionable business and digital transformation initiatives.

Guide clients in defining and implementing their digital transformation strategies.

Collaborate with cross-functional teams to identify and deploy advanced digital solutions, automation, AI-enabled capabilities, CRM platforms, and omnichannel experiences.

Develop future-state customer experience ecosystems and technology-enabled operating models.

Manage full consulting engagements, overseeing project planning, execution, stakeholder management, and quality assurance.

Cultivate trusted advisor relationships with senior client stakeholders.

Actively support business development activities, proposal creation, and thought leadership initiatives.

Identify opportunities for account growth and foster cross-service collaboration within the firm.

We are seeking individuals with 8-12 years of progressive experience in management consulting, customer experience, digital transformation, or business transformation.

A proven track record of successfully leading CX advisory engagements for large-scale organizations is essential.

Demonstrated experience across a diverse range of industries, including Consumer, Retail, Banking, Telecommunications, Healthcare, Public Sector, Mobility, Travel, Hospitality, or Technology is highly valued.

Strong expertise in customer journey mapping, service design, process transformation, and digital enablement initiatives is required.

Educational qualifications include MCA, M.Tech, MBA, B.Tech, BBA, BSC, BE, or B.Com.

This is a hybrid role based in Bangalore, requiring at least three days per week working from the office.