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Senior Manager - Customer Strategy (Financial Services & Insurance sector)

Date:  7 Jun 2024
Service Line / Portfolios:  Customer & Marketing

Singapore, Singapore, SG

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!


Work 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:

  • Lead strategy & insights projects by analyzing category, client, and customer, leveraging data and synthesizing for client recommendation
  • Effectively visualize and verbalise recommendations 
  • Build strong relationships with client digital and experience leaders to provide strategic advice on business futures 
  • Lead qualitative and quantitive and secondary research 
  • Responsible for developing and implementing segment strategies and programs across the region
  • Develop and lead market expansion initiatives to unlock new revenue channels, provide valuable market and customer insights for business growth.  
  • With regional business direction in mind, the role will define our business plans to tap into the growth potential in the region with alignment to the go-to-market plan. Communicate plans across cross-functional teams, execute and monitor success. Provide counsel and insight to the team and see through the development of design strategies to implementation. 
  • Understand and identify key market opportunities. Deliver innovation digital strategies to get results with good customer experience.  
  • Help clients identify the right key performance indicators (KPIs), highlight areas of improvement, and influence strategy
  • Lead junior team members by coaching them to both provide leverage on projects and grow their technical and communication skills
  • Accountable for leading a cross functional team, integrating product strategy, product design, together with the business and technology teams
  • Manage sales to fulfil vertical revenue with a focus on pipeline development, management, and closure to meet targets   
  • Develop cross-sector go-to-market strategy in close alignment with the CS&D Service Offering.


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, professionals across our Firm are expected to:

  • Establish a strong leadership brand by inspiring others through passion, integrity, and appreciation.
  • Create opportunities to drive impact by leveraging each person’s strengths to build high performing teams.
  • Apply deep knowledge of trends and activity to drive continuous improvement and build lasting relationships across a diverse network.
  • Translate and communicate broader strategy into a convincing team vision and goals, in order to align the team and sets priorities to achieve objectives.
  • Actively contribute to building the talent pipeline by championing a talent experience that attracts, develops and retains top talent and high performing teams.

Enough about us, let's talk about you


  • Tertiary qualification in a relevant business, strategy or design discipline. 
  • Strong background in selling and delivering innovation, strategy and design projects with FSI
  • 12-15 years of relevant strategy consulting experience within Financial Services with exposure of engaging in strategic digital issues for senior level clients including C-Suite executives
  • Strong understanding of the financial services industry and latest shifts in the market across a breadth of topics such as consumer and SME banking, Corporate and transaction banking, consumer payments, asset/wealth management and Insurance domain
  • Experience with digital strategy engagements within financial services such as innovation strategy, value proposition design, ecosystem approaches, etc will be considered valuable 
  • Ability to bring, build industry and partner network to build and drive business growth. Strong track record in building, managing / exceeding sales target 
  • Experience in creating boardroom strategies in an enterprise or consulting environment.
  • Experience designing and implementing technology-enabled business solutions in client-facing and team leadership roles (e.g. Programme lead, business transformation lead, solution architect, project manager). Experience defining, developing requirements, designing and prototyping, testing, training, defining support procedures, and implementing practical business solutions. 
  • Experience in selling professional services        
  • Ability to foster strong relationships and operating rhythms with leaders inside and outside client and product team to implement effective user experiences. ·        
  • Willing to push beyond the current capabilities and find the best solution for the business and our customers.   
  • Drive, tenacity, client focused and results oriented.   
  • Proven demonstration of sound business acumen, teamwork and leadership qualities.   
  • An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) 


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.


Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.


Requisition ID:  103792

In Singapore, the services are provided by Deloitte and other related entities in Singapore("Deloitte in Singapore"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Singapore, which is within the Deloitte Network, is the entity that is providing this Website.

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