Customer Strategy Senior Manager


Location: Sydney

Job Type: Full time


Job Requisition ID: 32447

Role overview

Deloitte Digital is Australia's leading digital consultancy and design studio. Our Customer Strategy and Applied Design team is seeking a highly motivated and experienced team member to join as a Senior Manager in Customer Strategy to support our continued engagement with the NSW public sector.

As a Senior Manager you will use your 6+ years of experience working in or with government to make a big impact. 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 influence and develop positive outcomes for the people 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 strategic outcomes. With a wonderful mix of designers, strategists, technologists and makers, our guiding ambition is to make an impact that matters.

Our Customer Strategy and Applied Design practice works at the intersection of strategy, insights, and design to help our clients deliver superior value 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 customers and the organisation.

Your responsibilities

As a Senior Manager in Customer Strategy, you will be considered a safe pair of hands who can deliver advisory services to solve complex problems, to high standards, and working with senior government executives.

You will need to:

  • Lead conversations and provide a strong point of view to our stakeholders and clients to drive the digital transformation agenda

  • Lead conversations with senior clients on their strategic agenda and how our offerings align and will create impact in this context

  • Lead project delivery including guiding the team and the client, managing delivery and making strategic recommendations

  • Partner with clients to identify strategies and convert innovative ideas into tangible, deliverable solutions in the form of products, services and experiences

  • Influence clients for all current and potential opportunities by providing subject matter expert knowledge

  • Align clients around digital adoption, agile and lean design and innovation enabled design, operating delivery and capability building

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

  • Oversee and guide business case development and determine the digital and experience return on investment

  • Calculate and measure the effort involved in projects as well as managing expectations, risks and timelines with client

  • Quickly build an internal network and bring the broader expertise of Deloitte to deliver the best outcome for clients

  • Build highly effective small teams while guiding junior colleagues and building strong client relationships

  • Pursue constant learning and self-development

  • Coach junior members of the Deloitte teams on their successful crafting of customer strategies and approval of projects within NSW Government.

Your experience

To succeed, you will have:

  • University degree with outstanding academic record from a leading Australian or Overseas university or business school or otherwise have otherwise demonstrated continuous learning

  • 6+ years’ experience working with or for Government – ideally the NSW - in delivering special projects, working with Ministers with a good understanding – for example - of the Digital Restart Fund and funding through the NSW Treasury investment process.

  • Exposure to working in digital project teams in NSW Government

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

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

  • Experience/ interest in the use of human-centred design, technology including digital 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

  • A passion for creating customer-centred experiences that delight end users and that solve strategic problems

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'. We pride ourselves with our #Deloitteflex options including flexible working times and locations. Typically, this role would be a mix of working virtual, in the office and on client sites in and around Sydney. 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 Dorothy from 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 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.

You’ve got this!