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Customer Experience Technical Lead (Operate Experience Management)

Company: Deloitte & Touche L.L.P.
Location: San Jose
Posted on: April 8, 2021

Job Description:

SCAM ALERT: Caution against fraudulent job offers! More Info -- SCAM ALERT Caution against fraudulent job offers! We have been informed of instances where jobseekers are led to believe of fictitious job opportunities with Deloitte US ("Deloitte"). In one or more such cases, false promises of actual or potential selection, or initiation or completion of the recruitment formalities appear to have been or are being made. Some jobseekers appear to have been asked to pay money to specified bank accounts of individuals or entities as a condition of their selection for a 'job' with Deloitte. These individuals or entities are in no way connected with Deloitte and do not represent or otherwise act on behalf of Deloitte. We would like to clarify that: * At Deloitte, ethics and integrity are fundamental and not negotiable.* We are against corruption and neither offer bribes nor accept them, nor induce or permit any other party to make or receive bribes on our behalf.* We have not authorized any party or person to collect any money from jobseekers in any form whatsoever for promises of getting jobs in Deloitte.* We consider candidates only on merit and that we provide an equal opportunity to eligible applicants.* No one other than designated Deloitte personnel (e.g., a Deloitte recruiter or Deloitte hiring partner) is permitted to extend any job offer from Deloitte. Anyone who at any time has made or makes any payment to any party against promises of job or selection for a job with Deloitte or any matter related to this (including those for 'registration', 'verification' or 'security deposit') or otherwise engages with any such person who has made or makes fraudulent promises or offers, does so (or has done so) entirely at their own risk. Deloitte takes no responsibility or liability for any such unauthorized or fraudulent actions or engagements. We encourage jobseekers to exercise caution. Customer Experience Technical Lead (Operate Experience Management) Locations: Chicago, IL - Greensboro, NC - Seattle, WA - Bay Area, CA In today's world, customers expect companies to know who they are and what they want. Customers want to have products, services or experiences that best suit their needs delivered to them seamlessly across physical and digital channels. Customers are human first: driven by dynamic wants, needs, and desires. The ability for brands to make personal, meaningful connections on a human level has never been greater and Hux by Deloitte Digital delivers on those experiences in a way that allows companies to own the customer journey end to end. Hux is the Human Experience Platform by Deloitte Digital. We help companies connect key data sources to understand what matters most to people; connect to advanced technologies like AI and machine learning to sense and respond to those needs at scale; and connect their systems to unlock insights, create collaboration and drive acquisition, engagement and loyalty. Most importantly, we empower companies to connect with customers in personal, meaningful ways that respect them as people, not just customers. Hux by Deloitte Digital gives companies the ability to build and leverage the connections - between people, systems, data and technologies - so they can deliver personalized, contextual experiences to customers at scale. The Team OpHX, our Operate Experience Management practice within Hux, helps clients design, service and run their experience management programs to elevate the customer, employee, and product experience. Our team of professionals stands up and implements SaaS based experience programs to measure, manage and act on experience feedback and operational data sets. OpHX formalizes "operate" services to help clients improve the quality, maturity and power of their customer measurement and management tools to help uncover root causes of pain points, the strengths that drive great interactions, and ultimately grow their business through CX driven ROI. Specifically, our OpHX practice is responsible for running and scaling client experience management operations including: * Maintaining customer experience management systems* Supporting operations and break-fix processes* Identifying, sourcing and interpreting experience data sets* Documenting customer journeys and pain points* Developing analytical models to drive insights* Integrating CX systems to frontend and backend business applications Work You Will Do Operate Technical OpHX Design Work with OpHX Service Delivery Leader to define the OpHx technical services and capabilities for our client offerings. Determining: * Technical Tasks: what tasks, files and integrations are in scope and what are out* Skills: what technical skills are required for the team to deliver the range of scope* LoE: what variables drive Level of Effort for complex technical solutions and integrations to be used in pricing* Level of Complexity: what variables drive complexity and risk Operate Technical Lead * Work with configuration teams to deliver best in class configuration and build, validated and well-thought out scalable solutions, effective break-fix operations, and innovative technical approaches* Drive technical success for assigned accounts by delivering high quality and scalable architecture, that enables client success* Work with OpHX Service program managers, account managers, technical configuration resources, and insights leads to carry out the technical design, build, and management of OpHX programs. These OpHX programs are typically built leveraging enterprise experience management SaaS solutions such as Medallia or Qualtrics.* Lead and oversee complex tech discovery-related conversations, workshops, and associated deliverables with client teams* Anticipate client needs and formulate solutions to client issues* Handle level 2 technical escalations and ticket management including root cause analysis, communications, and solution design* QA technically complex, high-impact solution designs* Partner with vendor technical and product leads to share client use cases, influence product roadmap and escalate high priority fixes/enhancements Technical Leadership & Quality Management * Manage technical configuration resources to enable success across OpHX programs* Enforce quality management standards to ensure quality of work delivered meets or exceeds expectations and reflects best practices for coding and integrations* Coach, lead and support configuration team* Serve as the primary contact for complex technical problems and support resolutions and root cause analysis* Lead the design of complex technical solutions and instill a passion for technical problem-solving* Maintain team engagement and morale for technical configuration resources* Manage USI (offshore India) tech team for results (includes interaction with USI manager and USI technical configuration resources) Qualifications Required * 5+ years' experience delivering technology implementation and/or operate projects* 3+ years professional experience and leading teams to implement and manage implemented Medallia and / or Qualtrics programs for clients, including hands-on configuration / build experience* Proficient in XML, HTML, CSS, and JavaScript* 3+ years' experience presenting technical solutions to technical and non-technical teams* Experience with customer experience analytics solutions and practices* Strong leadership, team building, and communication skills* CX Product Certifications (Medallia, MaritzCX, Qualtrics, CCXP etc.)* Professional experience with complex problem solving, data analysis, root cause analysis and incident management* Proven ability to manage remote teams, working concurrently across multiple projects* Travel up 30% (while 30% travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)* Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future Preferred * Experience with Adobe, Salesforce, SAP and other CRM tools, ideally integrating these solutions with CX SaaS solutions How you'll grow At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Deloitte's culture Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. Corporate citizenship Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world. Recruiter tips We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you're applying to. Check out recruiting tips from Deloitte professionals. AMC2021 As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting. 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. Requisition code: E21NATCSRCLS200-CM ******

Keywords: Deloitte & Touche L.L.P., San Jose , Customer Experience Technical Lead (Operate Experience Management), Executive , San Jose, California

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