About Deloitte Digital
We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do.
Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures. We create innovative ventures, digital platforms, and more meaningful experiences. This transformation journey starts and ends with the customer, first understanding people’s real lives and then shaping your business future to deliver around them. We call this Elevating the Human Experience.
Main Purpose of the Job:
- Agile project delivery experience.
- Deep understanding of CRM principles and how to apply them.
- Proven Experience in 1/more of the Customer domains of sales, service, marketing and commerce.
- Proven track record in delivering successful customer solutions for large organisations.
- Experience or Certification in Scaled Agile at a portfolio level is highly preferred.
- Owns the Customer experience Design Conversation: Ability to articulate the value of digital services to turn a strategy into measurable results.
- Working with target users in contextual research and usability tests, involved in product discovery work - workshops, personas, creative problem solving, canvasses and journey maps.
- Designing digital products and supporting development teams throughout implementation with art and design direction.
- Owning CX, UX & UI design deliverables throughout the end-to-end product design cycle. Ability to rapidly ideate and create concepts and articulate strong storylines to clients.
- Solid understanding of integration technologies and patterns required for Enterprise technology transformation.
- Assists in preparation of client presentations / discussion documentation.
- Contributes to preparation of proposals/tenders and presentations.
- Identifies opportunities for follow-on work and advise management.
- Under guidance, supports the Engagement team in delivery to client in area of competency.
Minimum Experience
- Proven Experience in 1/more of the Customer domains of Sales, Service, Marketing and Commerce
- Experience with a Tier-One Professional Services Firm
- Minimum 3-5 years’ work experience ideally in either a technical (Developer) or functional (Business Analyst) role
- Customer domain experience across Sales, Service, Marketing & Commerce
- Proven track record in successful project delivery
Relevant Customer Experience Design Competencies
- 3-5 years working experience as a customer experience specialist, or in a similar customer support and/or consulting role
- In-depth knowledge of customer engagement channels and experience in a similar industry
Relevant Digital Platform Development Competencies
- 3+ years in SaaS implementation, with solid experience in implementing customer engagement platforms and CRM
- 3+years’ experience as a CRM Solution Architect, CRM Developer, CRM Tester, CRM Data analyst designing and implementing large - solutions on Digital Customer Platforms
- 3+years’ experience as a CRM developer/functional consultant/Data analyst, designing and implementing large- solutions on the CRM platform will be an advantage
- Bachelor’s Degree in any of the following, or a related field, would be a distinct advantage:
- Marketing
- Communications
- Advertising
- Business Management
- Information Systems
- Computer Science
- Commerce/Business
- Engineering or related discipline
- Digital Design / Visual Communication
- CRM Certified Practitioner, for example, Salesforce (minimum of 2 CRM/CX/Agile Certifications/Data cloud) and/or Service Design/UX/CX
- Preferred but not essential
- Figma
- Adobe XD
- Sketch
- Miro
- Framer X
At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.
Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive. Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.
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