Manager, Sales and Service Architect, Deloitte Digital

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Job description

Connect to your Industry

Delivering the Future of Sales and Service. We sit at the heart of our clients transformations, delivering the creative thinking, design, change and technology that define the experience their customers expect in the age of AI.

We're a new type of creative consultancy that fuses strategy, operations and technology to identify where our clients need to be, then get them there. Fast. Want to help us shape the future? We're looking for experienced practitioners from a consulting, technology or business background who can show our clients what's next, then work with our mixed-discipline team to make it happen.

As part of our sales and service transformation practice, you can take your career to the next level, designing optimal sales and customer service experiences and defining the operational and technology solutions to deliver them.

We embrace the strengths of diverse talent within our team. We are looking for people with the right blend of creative innovation, critical thinking and transformation management capability. You might be an operations expert, or have a passion for sales and service technology. Whichever it is, the customer and client experience will be at the heart of everything you do.

We encourage consideration of flexible ways of working, both formal and informal, that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you and you may need flexible working arrangements, please do discuss this with us.

Connect to your career at Deloitte

Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other , foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most .

Connect to your opportunity

We are looking for people who are passionate about customer service and sales transformation - experts in their field who bring out the best in others, and can drive change without compromising standards, integrity or culture.

You will work with outstanding talent to design and deliver end-to-end customer service and sales transformation projects with the customer at the heart of the solutions.

This means you could be working on a wide range of projects including.

• Customer contact strategy and experience design
• Sales and service operating model and organisation design
• Leading a team to help the customer translate their vision into a clear set of business requirements
• Identifying how technology, including voice, omni-channel, Workforce and Quality management, CRM, CPQ, Orders, Service and Field Service, knowledge and GenAI solutions could be used to solve the customer's sales and service challenges and deliver enhanced customer and colleague experiences
• Transformation planning and delivery - defining the business case and roadmap for change and helping the client deliver it; while making sure the vision and design remains at the heart of the transformation

The role is an exciting one, and you'll be right at the heart of transformation, interacting directly with many of our most important clients. To do this, we'll need you to:

• Advise our clients on best practice within sales and service operations and technology
• Think through strategy, design and technology options and present them to the client, working collaboratively with them to choose the optimum solution
• Develop high quality, well-structured deliverables and coach others to deliver the same quality
• Lead critical workstreams within a transformation programme, taking responsibility for driving the plan and understanding and mitigating risks and change impacts
• Work closely with clients to ensure that the solution meets their business and technical requirements. This includes conducting workshops, presentations, and demonstrations.
• Develop the overall architecture of the solution, ensuring scalability, security, performance, and integration with existing systems
• Creates mid- and long-term front office technology roadmaps for highly prominent, challenging, and/or strategic clients based on a deep understanding of business and their technology priorities and industry landscape
• Assess potential risks (technical, operational, and business) in the solution design and provide mitigation strategies
• Lead strategy and transformation projects as an engagement manager, responsible for delivery to quality by team members
• Manage and coach more junior resources within your workstream within an inclusive team culture where people are recognised for their contribution
• Manage and develop the client relationship for your workstreams
• Take the lead in workshops, meetings, research, stakeholder engagement, business analysis, technical analysis and solution design as part of both client projects and internally focused innovation projects
• Assist in the development of our business through assisting with client accounts, recruitment activities and proposition development

Connect to your skills and professional experience

We're looking for an experienced customer service transformation expert from a consulting, professional services, technology or business background who can design and deliver amazing sales and service experiences for our clients.

Essential:

• Having a clear point of view on what good looks like for customer service and sales, and where new technologies, channels and approaches are taking sales and service in the future
• Demonstrable critical thinking skills
• Significant of experience within a sales operation and/or contact centre transformation environment or considerable experience within a broader transformation or consulting environment
• A deep understanding of sales and service process including lead management, opportunity management, pipeline forecasting, order processing, and contract management.
• Knowledge and experience in Enterprise Architecture. Experience utilising, not necessarily with accreditation, in one or more of the classical EA Frameworks, e.g. TOGAF, DODAF, Zachman
• Strong understanding / experience of the Front Office Customer Landscape including but not limited to: CRM technologies such as Salesforce MS Dynamics. Prominent Contact Centre technologies such as Genesys, Amazon Connect and NICE / Calabrio.
• Additional experience with sales technologies such as Zuora as well as other industry solutions for Sales and Territory Planning, as well as Customer Satisfaction.
• Attitude to problem solving and a work style driven by objectives, market awareness, knowledge sharing, collaboration and accountability with a passion for technical excellence, business value and the customer satisfaction
• Good understanding of architectural concepts, methodologies and approaches and Excellent working knowledge of design patterns and modelling notations such as Archimate, UML and BPMN
• Demonstrable experience of running a transformation workstream, either within a consulting or a contact centre / sales operations environment
• Working knowledge of the core technologies supporting sales and service teams
• Relevant experience in at least two of the following: Customer Journey Design and Strategy Development, Operational Transformation, Channel shift and Digital Service, Customer Technology functional and Implementation expertise
• Experience of working in a project-based environment, liaising with customers throughout the entire solution delivery lifecycle
• Experience of influencing clients in complex situations where stakeholders do not always agree about methods, choices and strategic direction
• People and performance management experience within current role

Connect to your business - Technology and Transformation

Distinctive thinking, deep expertise, innovation and collaborative working. That's what connects us. That's what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we'll make an impact that matters.

The modern world is more complex than ever before, and we are navigating an ever-changing landscape. We help clients to operate with resilience and grow with confidence to secure success and minimise risk.

Customer

Human connections are integral to business. We combine people, ideas and technology to support our clients to build strong connections. For example, through commerce, customer design and sales services.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request.

Connect with your colleagues

"What attracted me to Deloitte were the endless opportunities and the collective experience of other like-minded individuals. Deloitte's clients include many of the world's largest organisations; I wanted to be part of a team that made a difference that I could be proud of."

-Dan, T&T

"I get to work on projects that help clients in a sector I feel truly passionate about."

-Rhiannon, T&T

"Everyone always says "it's the people," and that's true. Working for a brand you feel proud of feels pretty good too. And you don't have any stress about fitting into a particular stereotype, because there are so many different types of people in Deloitte Digital."

-Gillian, T&T

Our hybrid working policy

You'll be based in London or Manchester with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose-driven culture at deloitte.co.uk/careers

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