Position Summary
This role is responsible for leading complex customer and employee experience initiatives and serving as a subject matter expert in Voice of the Customer methodologies. The position requires an experienced professional who can work independently on high-impact projects, mentor junior team members, drive cross-functional collaboration, and deliver strategic insights that influence business decisions. This individual will lead research and analysis efforts, develop frameworks and methodologies, create executive-ready deliverables, and serve as a trusted advisor to project stakeholders. Success requires deep expertise in customer experience, strong analytical capabilities, excellent judgment, the ability to navigate ambiguity.
Recruiting for this role ends on 7/14/2026.
Work you'll do
Voice of the Customer Leadership:
Responsible for running the VoC program while partnering with leaders across the organization to improve customer experience, service performance, and business outcomes, and proactively cultivating relationships to surface opportunities that expand the program's reach and impact.
Project Leadership & Execution:
Lead high-visibility, cross-functional projects from conception through implementation with minimal oversight, managing multiple concurrent initiatives while navigating organizational complexity, removing blockers, and building stakeholder alignment to ensure timely delivery and desired outcomes.
Advanced Research & Strategic Insights:
Conduct sophisticated quantitative and qualitative analysis of customer data from multiple sources, design and execute customer interviews, focus groups, and discovery sessions, then synthesize complex findings into clear, actionable business strategies and recommendations that connect customer insights to key business metrics such as revenue, retention, and efficiency.
Change Management:
Design and execute change management plans to drive adoption of customer-centric practices, creating communication plans, training materials, and enablement resources, while monitoring adoption and adjusting approaches to overcome resistance.
Executive Communication:
Create executive-ready presentations, reports, and compelling data visualizations that communicate complex insights clearly, present findings and recommendations to senior leaders with confidence, and facilitate workshops and working sessions with cross-functional teams to drive alignment and action
Mentorship & Knowledge Sharing:
- Mentor junior analysts and consultants on research methodologies and best practices, lead knowledge-sharing sessions to build team capabilities, and develop documentation, templates, and reusable frameworks that enable consistency and scale.
- Serve as a central point of contact and connective link for the team, keeping operations organized and teams aligned. Lead KPI tracking, facilitate strategy team workshops, and coordinate project brainstorming sessions to support planning, collaboration, and decision-making.
The 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 provide clear guidance to others
The team
Deloitte Technology US (DT - US) helps power Deloitte's success, which serves many of the world's largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.
The ~3,000 professionals in DT - US deliver services including:
- Cyber Security
- Technology Support
- Technology & Infrastructure
- Applications
- Relationship Management
- Strategy & Communications
- Project Management
- Financials
Customer Experience
The Customer Experience (CXO) team is DT - US first line of contact with personnel. Providing walk-up support, asset management, PC compliance, and mobile devices support, CXO provides hands-on support to Deloitte employees.
Qualifications
Required:
- Bachelor's degree or equivalent in Business, Marketing, Data Analytics, Information Technology or related field
- Minium 5 years of experience in technical business analysis, customer experience technology support, or a related field
- Experience with survey design, data collection, project management, and analysis
- Proficiency in data visualization tools (e.g., Tableau, Power BI, etc.) and Excel
Preferred:
- Experience with Voice of the Customer (VoC) programs
- Familiarity with change management methodologies
- Background in digital transformation or technology projects
- Knowledge of customer journey mapping and service design frameworks
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 $72,900 to $149,700.
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.
EA_ExpHire
RITM10786647
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Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Our people and culture
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
Our purpose
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.
Professional development
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
As used in this posting, "Deloitte" means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/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.
Requisition code: 358626
Job ID 358626
