Job Requisition ID: 29473

Role overview

Deloitte Digital is Australia's leading digital consultancy and design studio. Our Customer Strategy Design team is seeking a highly motivated and experienced Director in Customer Strategy to join and lead our continued growth.

As a Customer Strategy Director at Deloitte Digital based in Sydney, you will use your 7+ years of prior consulting or customer/digital agency experience in public sector and government roles to make an impact that matters. Deloitte has deep expertise and relationships across NSW Government, and we are frequently engaged to work on the big issues in NSW within and across clusters, including Customer Service, Education, Planning and Environment and more. This variety of work across a range of clusters creates opportunities for you to design and deliver positive experiences for the people and businesses of NSW.

About Deloitte Digital

A Digital, Customer & Marketing agency with the backing of a top-tier consulting firm. Deloitte Digital is where business, creativity and technology intersect to craft beautifully seamless experiences that deliver business outcomes. With a wonderful mix of designers, strategists, technologists and makers, our guiding ambition is to make an impact that matters by making our clients the best customer-oriented businesses in the world.

Our Customer Strategy Design practice works at the intersection of strategy, insights and design to help our clients deliver superior value in market to the customers they serve. We help our clients re-think their strategies from the customer first, identifying those distinct opportunities for where and how to win in their chosen market. We then walk with our clients on the journey for change, bringing our collective depth of expertise in the domains of strategy, insights, analytics, digital enablement and design thinking to help them articulate and implement a customer strategy that is truly inspiring to both their customers and the organisation’s success.

Your responsibilities

As a Customer Strategy Director, you will be responsible for client development and leading the design and delivery of customer-led strategy engagements to our senior clients.

You will need to:

• Build client and Deloitte Partner relationships to develop a pipeline of work across customer strategy, digital experience and operating model design

• Bring the best of Deloitte to our clients by collaborating effectively with other Deloitte teams including digital product and UX designers, technology architects and developers, and experts in data, cyber, economics, content and organisational change

• Combine a passion for human-centred design with structured problem solving, customer research and analytics, customer and digital strategy, operating model design and business capability development

• Lead and design customer research projects that help inform strategic choices including analysis and synthesis of data to generate customer insights to improve the customer experience and transform agencies

• Oversee and guide business case development and determine the digital and experience return on investment for financial modelling, dashboard, and metrics development

• Build highly effective teams through coaching, mentoring and development of your teams while developing strong client relationships.

• Pursue learning and self-development opportunities that are available through Deloitte’s worldclass training programs…

Enough about us, Let’s talk about you

To succeed, you will have:

• A passion for creating customer-centred experiences that delight end users and that solve business problems for people and businesses of NSW

• An ambition to work in a values led organisation where you thrive in an inclusive, creative and supportive culture and seek to inspire incredible things for our clients and communities

• University degree with outstanding academic record from a leading Australian or Overseas university. MBA, or other advanced studies, desirable.

• 7+ years’ experience ideally in a leading consulting firm, digital/ design agency or within a private or public sector equivalent

• Exceptional design, analytical and problem-solving skills with the ability to exercise mature judgment and advise senior executives

• Exposure to leading in digital project teams in a client-facing environment

• Demonstrated ability building strong relationships and working within multi-disciplinary teams

• The desire to work on pioneering and enduring change across the most pressing government and financial services clients

• Experience and interests in how the NSW government operates and its associated priorities the use of human-centred design, current use of technology including digital marketing, mobile, data analytics and an understanding of emerging trends and technologies as they relate to strategy (e.g. digital, cloud, AI)

• Comfortable with a non-linear process, comfort in ambiguity, and flexibility to adjust as things shift

• Willing to make the most of Sydney based with flexible working and great career/ personal development opportunities

• The desire to progress your career with Deloitte including consideration of becoming a senior leader in the firm as a Partner

Our culture

At Deloitte, we create positively differentiated work experiences that enable our people to feel valued and achieve their full potential. We value difference and embrace people with diverse backgrounds and thinking styles. Our aim is to ensure that all our people feel comfortable to bring their whole selves to work, and as a result, create a workplace that encourages the true spirit of 'And different'. Overall, we are looking for an outstanding candidate who aligns to our confident, clear and optimistic culture.

Next Steps

Sound like the sort of role for you? Apply now.

If you’ve got any questions or wish to have a confidential conversation about this role, contact the Deloitte Digital Talent team. We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients and candidates with a consistent & exceptional Deloitte experience globally.

By applying to this job, you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte employee experience globally.

At Deloitte, we know we’re at our best when we look out for one another; prioritise respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request.

The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.