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About the Role

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 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 balancing business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Responsibilities

Lead the development of customer experience and experience management strategies that align business priorities, operating models, data, and technology.
Advise executive stakeholders on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
Direct end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions across customer, employee, and product experience programs.
Oversee 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).
Lead multidisciplinary delivery teams, manage executive client relationships and delivery risks, and drive experience management proposals and practice development.

Requirements

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
Qualtrics certification
1+ years of experience designing Qualtrics solution architectures, including governance, data models, integrations, and reporting
1+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code
1+ years of experience integrating Qualtrics with Salesforce, SAP, Slack, customer relationship management (CRM), human resources information systems (HRIS), or data warehouse platforms using application programming interfaces (APIs), web services, or single sign-on (SSO)

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

Location

Atlanta, Georgia, United States
Austin, Texas, United States
Baltimore, Maryland, United States
Bellevue, Washington, United States
Birmingham, Alabama, United States
Boise, Idaho, United States
Boston, Massachusetts, United States
Charlotte, North Carolina, United States
Chicago, Illinois, United States
Cincinnati, Ohio, United States
Cleveland, Ohio, United States
Colorado Springs, Colorado, United States
Columbus, Ohio, United States
Costa Mesa, California, United States
Dallas, Texas, United States
Davenport, Iowa, United States
Denver, Colorado, United States
Des Moines, Iowa, United States
Detroit, Michigan, United States
Fort Worth, Texas, United States
Fresno, California, United States
Ft. Lauderdale, Florida, United States
Grand Rapids, Michigan, United States
Hartford, Connecticut, United States
Hermitage, Tennessee, United States
Houston, Texas, United States
Huntsville, Alabama, United States
Indianapolis, Indiana, United States
Inglewood, California, United States
Jacksonville, Florida, United States
Jericho, New York, United States
Jersey City, New Jersey, United States
Kansas City, Missouri, United States
Lansing, Michigan, United States
Las Vegas, Nevada, United States
Los Angeles, California, United States
Louisville, Kentucky, United States
McLean, Virginia, United States
Mechanicsburg, Pennsylvania, United States
Memphis, Tennessee, United States
Miami, Florida, United States
Midland, Michigan, United States
Milwaukee, Wisconsin, United States
Minneapolis, Minnesota, United States
Monterey, California, United States
Morristown, New Jersey, United States
Nashville, Tennessee, United States
New Orleans, Louisiana, United States
New York, New York, United States
Omaha, Nebraska, United States
Philadelphia, Pennsylvania, United States
Pittsburgh, Pennsylvania, United States
Portland, Oregon, United States
Princeton, New Jersey, United States
Raleigh, North Carolina, United States
Richmond, Virginia, United States
Rochester, New York, United States
Rosslyn, Virginia, United States
Sacramento, California, United States
Salt Lake City, Utah, United States
San Antonio, Texas, United States
San Diego, California, United States
San Francisco, California, United States
San Jose, California, United States
Seattle, Washington, United States
St. Louis, Missouri, United States
Stamford, Connecticut, United States
Tallahassee, Florida, United States
Tampa, Florida, United States
Tempe, Arizona, United States
Tulsa, Oklahoma, United States
Washington, District of Columbia, United States
Westlake, Texas, United States
Wichita, Kansas, United States
Williamsville, New York, United States

Work Type

Onsite

Experience Level

Senior Manager
8+ years of experience
4+ years of experience
2+ years of experience
1+ years of experience

Education Level

Bachelor's degree

Salary/Compensations

$171,600 to $338,300

Benefits

Discretionary annual incentive program
Professional development opportunities
On-the-job learning experiences
Formal development programs
Mentorship opportunities

About the Company

Deloitte’s Government & Public Services (GPS) practice – our people, ideas, technology and outcomes – is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
Our Customer Strategy & Design team discovers, designs, and prototypes customer growth strategies and innovation portfolios.
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.
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.
As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

Equal Opportunity

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.
Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles’s Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers