Service Strategy

Consultant, Strategy, Growth, and Transformation

As an experienced Consultant, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.

Work you'll do

As a Consultant, Strategy, Growth, and Transformation on the Customer Strategy & Design team, you will be responsible for helping clients define and implement customer service strategies, operating models, and technology-enabled transformation programs.

* Support the design and delivery of customer service, contact center, and field service transformation engagements

* Collaborate with US and cross-functional teams to develop customer journeys, service delivery models, and customer experience strategies

* Contribute to contact center operations, contact handling technology, omni-channel strategy, workforce management design, and key performance indicator development

* Manage workstream activities across stakeholder management, requirement gathering, target state design, migration planning, and testing strategy

* Support change control, risk mitigation planning, and deployment activities across end-to-end service transformation programs, including CCaaS, CAI, and FSM initiatives

The team

The Customer Strategy & Design (CS&D) team is a core part of Deloitte’s Customer portfolio, helping organizations reimagine customer engagement, drive growth, and enhance experiences across the lifecycle. We operate at the intersection of strategy, design, and digital transformation, bringing together strategists, designers, analysts, and industry experts.

We work with C-level leaders to tackle complex challenges—from launching new ventures and redefining go-to-market strategies to shaping omnichannel experiences and driving marketing, sales, pricing, and service excellence. Our strength lies in delivering executable strategies that balance long-term vision with practical implementation.

Partnering across industries, we ensure that our solutions deliver both measurable impact and meaningful customer outcomes, guiding clients from insight to execution.

Location: Bengaluru, Hyderabad, Pune

Qualifications

Required:

* 2+ years of experience in customer service, contact center operations, or field service management

* 2+ years of experience in strategy consulting, service excellence, or customer experience functions

* Experience supporting project delivery, including stakeholder coordination and reporting of project findings

* Experience performing quantitative analysis on complex data sets and developing data-driven insights

* Experience synthesizing analysis into recommendations and presentation materials

* Experience in one or more of the following industries: Insurance, Life Sciences, Telecommunications, Media and Technology, or Banking

* Master of Business Administration (MBA) from a recognized institution in India or abroad

Preferred:

* Experience working with stakeholders outside India, preferably in the United States

* Experience in one or more of the following areas: customer and agent journey mapping, service delivery model design, customer experience improvement, Net Promoter Score (NPS), customer service operations, workforce management, omni-channel engagement, Conversational Artificial Intelligence, cloud communication platforms, speech analytics, automated quality management, case management, or Customer Relationship Management (CRM) systems

* Experience with contact center as a service (CCaaS), Conversational Artificial Intelligence (CAI), or field service management (FSM) programs

* Post-master’s experience in the customer service domain