Manager - Customer Strategy & Design
Professional Services, Consulting
Minimum Requirements
- Tertiary qualification in Business, Finance, Accounting, Data, Computer Science, Engineering, or related discipline
- Minimum 5–7 years' experience in consulting or client-facing environments, with strong focus on Customer Strategy, Customer Experience, or Digital Transformation
- Proven experience leading end-to-end project workstreams or engagements in a consulting context
- Demonstrated expertise in customer strategy, segmentation, proposition design, experience design, or digital-enabled transformation
- working in multi-disciplinary teams (strategy, design, data, technology) to deliver integrated solutions
- Proven ability to engage with clients independently, including facilitating workshops and managing relationships
- within a tier-one professional services firm or equivalent strategy/digital consulting environment preferred
- Strategic thinking with ability to develop compelling client proposals and vision
- Strong analytical and problem-solving capabilities in ambiguous environments
- Excellent written and verbal communication skills with ability to translate complex analysis into clear narratives
- Demonstrated mentorship and coaching ability
- Strong client delivery focus with proven ability to manage workstreams independently
Responsibilities
- Define winning customer and growth strategies
- Design differentiated propositions and experiences
- Embed customer-centric operating models
- Leverage data, insights, and emerging technologies to create measurable value
- Lead the end-to-end delivery of Customer Strategy & Design engagements and workstreams , ensuring high-quality outputs, on-time delivery, and alignment to client objectives
- Own key client relationships at working and middle-management level , building trust and acting as a day-to-day advisor
- Translate complex business challenges into clear problem statements, hypotheses, and structured workplans
- Ensure delivery excellence across all phases: diagnostic, strategy development, experience design, and implementation support
- Lead the design and delivery of customer and growth strategies , segmentation, proposition design, and experience transformation initiatives
- Drive the translation of customer insights, research, and data into actionable recommendations and business value
- Lead and shape human-centred design approaches, including customer research, journey mapping, service blue printing, ideation, concept development, and experience prototyping
- Oversee the development of customer-centric operating models, journeys, and service experiences
- Ensure integration of digital, data, and technology considerations into strategy and design outcomes
- Manage and coach project teams , including Senior Consultants and Consultants, ensuring high performance and capability development
- Allocate work effectively, manage delivery risks , and ensure quality assurance across all client deliverables
- Provide hands-on guidance on problem-solving, structuring, and storytelling , elevating team output
- Foster a collaborative, inclusive, and high-performance team culture
- Manage engagement financials , including budgets, utilisation, and delivery against agreed commercial parameters
- Ensure effective scope management and delivery discipline to protect engagement profitability
- Identify risks and proactively implement mitigation strategies
- Support and contribute to proposal development, solutioning, and client pitches
- Translate client needs into compelling value propositions and differentiated offerings
- Identify opportunities to expand existing engagements and grow client accounts
- Contribute to the development of Customer Strategy & Design offerings, methodologies, and assets
- Leverage global Deloitte Digital leading practices to enhance local delivery and innovation
- Build sector and capability depth in Customer Strategy & Design
- Operate effectively in ambiguous, fast-paced environments , applying structured thinking and sound judgement
- Demonstrate strong client presence, communication, and storytelling skills to influence decision-making
- Collaborate across multidisciplinary teams (strategy, design, data, technology) to deliver integrated solutions
- Act as a role model for Deloitte values , contributing to a strong internal culture and brand
