Customer Experience Senior Manager, Strategy, Growth, and Transformation

Deloitte • Baltimore, MD • 5h ago

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on 12/31/2026.

Work you'll do

As a Senior Manager, Strategy, Growth, and Transformation on the Customer Strategy & Design team, you will be responsible for...

Lead the development of customer experience and experience management strategies that align business priorities, operating models, data, and technology.

Advise executive stakeholders on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.

Direct end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions across customer, employee, and product experience programs.

Oversee integrations between Qualtrics and customer relationship management (CRM), human resources information systems (HRIS), data warehouse, and other enterprise platforms using application programming interfaces (APIs), web services, and single sign-on (SSO).

Lead multidisciplinary delivery teams, manage executive client relationships and delivery risks, and drive experience management proposals and practice development.

A successful candidate would possess these skills:

Ability to work independently and collaborate as part of a team

Effective written and verbal communication skills

Meticulous attention to detail and quality of work product

Ability to build and sustain professional relationships

Ability to lead projects or workstreams

Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment

Strong interpersonal skills and professional demeanor

Ability to meet deadlines

Ability to mentor and provide clear guidance to others

The team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Customer Strategy & Design team discovers, designs, and proto@types customer growth strategies and innovation portfolios.

Qualifications

Required:

Bachelor's degree

8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements

4+ years of experience leading Qualtrics implementation programs across customer, employee, or product experience use cases

4+ years of experience configuring and deploying Qualtrics Experience Management (XM) Platform solutions, including surveys, workflows, embedded data, dashboards, and reporting

4+ years of experience leading client delivery teams for experience management implementations and presenting solution recommendations to executive stakeholders

2+ years of experience supporting federal, state, or local government agencies or public higher education institutions

2+ years of experience configuring solutions in environments subject to Federal Risk and Authorization Management Program (FedRAMP) requirements

Ability to travel 0-50%, on average, based on the work you do and the clients and industries/sectors you serve

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:

Qualtrics certification

1+ years of experience designing Qualtrics solution architectures, including governance, data models, integrations, and reporting

1+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code

1+ years of experience integrating Qualtrics with Salesforce, SAP, Slack, customer relationship management (CRM), human resources information systems (HRIS), or data warehouse platforms using application programming interfaces (APIs), web services, or single sign-on (SSO)

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,600 to $338,300.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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.

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