Senior Manager - Customer Strategy & Design - ID/MY

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

What you will do 

This role is with Deloitte Digital Southeast Asia. Across all clients and sectors, we believe great customer experiences create greater impact.  That elevating the human experience creates enduring value, for the organization, for the customer, for society, for all.

As part of Customer Strategy & Design (CS&D), you will work with team to help our clients with their Brand Experiences, Products and Services, Innovation Strategies, Digital Venturing and Customer Experiences, bridging Business and Customer strategies by design. 

We help clients connect People, Product, Purpose and Profit through the use of strategy, design and technology. 

 
You will: 

• Manage a large multi-faceted project/account/campaign or multiple projects at the same time.
• Own project goals leveraging expertise to inspire a sense of shared purpose within the project team. Organize new challenges and drive business results.
• Use best practice Project Delivery methodology to create a project plan to fit the stakeholders/ customers’ needs and deliver within budget on desired outcomes.
• Drive end results of the project as a representative of the business.
• Prepares, maintains, and submits clear and concise activity/progress reports and time recording/management reports.
• Wireframing and prototyping, Agile Expertise, Customer journey and user story design, Advocating and designing a user-centred and consumer focused processes, mapping out customer flows, wireframes and relevant UX artefacts. Knowledge or desire for CX and human centred/service design processes to augment client’s digital strategy and help its execution to improve their customer and staff experience and increased value for the client's business.
• Digital strategy and innovation, Digital capability assessments and roadmaps, transformation business cases, agile operating model design and implementation, advanced analytics use case and data management process design, marketing automation, functional design of digital capabilities.
• Promote good working relationships across a project, cultivating the people skills needed to develop trust and communication among all of a project's stakeholders: its sponsors, those who will make use of the project's results, those who command the resources needed, and the project team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

  
Your role as a leader

 At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Managers/ Senior Managers /Directors across our Firm are expected to:

• Lead and act as an exemplary role model for leaders at all levels, whilst continuously promoting a sense of loyalty and energizes others to act.
• Build and sustain a high performance culture by cultivating and amplifying individual and team strengths.
• Develop and sustain long-term, trust-based relationships with stakeholders, clients and team.
• Manage the sustainable development of a strong pipeline of talent for current and future success, by driving a talent experience that differentiates Deloitte.
• Lead behavioral and cultural change through a supportive, collaborative and highly inclusive environment where team members feels supported, respected and engaged.

 
Enough about us, let's talk about you

If you are someone with:

• Tertiary qualification in relevant subjects such as Business, Design, Economics, Strategy, Psychology, Product management or similar required; advanced degree (Master’s, MBA, etc.) preferred
• Deep experience in high technology, digital transformation strategy beneficial
• Relevant management consulting experience, e.g. growth strategy development, business case creation, customer experience strategy and journey design, etc.
• At least 15 years of experience building products and teams  
• PMP certification strongly preferred,
• Ability to develop project plans, manage individual deadlines and goals.
• Ability to identify issues and problems, generate solutions and choose appropriate alternatives using basic root cause analysis.
• Manage project scope by assessing requirements changes, determining and conveying impact on budget, time and risk.
• Manage client expectations, anticipates operational and tactical risks and tracks them; clarify, identify, and track requirements and issues, remove barriers, resolve minor project issues and escalate to immediate manager where required.

  
Next Steps

So what are you waiting for? Join the winning team now.
 
Due to volume of applications, we regret only shortlisted candidates will be notified.

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