T&T Director - Deloitte Digital (Service/Contact Centre Transformation) - 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'll 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.

We are expanding our practice in SEA to build a next-generation Service Transformation capability, focused on reimagining contact centres through AI, automation, and integrated customer platforms.

We are seeking a Senior Manager or Director to lead this practice—someone who combines strategic thinking, go-to-market leadership, and hands-on delivery experience in large-scale contact centre transformation programs. This role will shape how organizations modernize customer service across channels, leveraging AI and seamlessly integrating with broader CRM, martech, and customer data ecosystems.

Practice & Go-to-Market Leadership

• Define and lead the Service Transformation offering across SEA
• Develop go-to-market strategies, propositions, and thought leadership in:
  • AI-powered contact centres (e.g., conversational AI, agent assist, automation)
  • Omnichannel customer service transformation
• Partner with regional and global teams to drive pipeline and client growth
• Contribute to business development, proposals, and C-level client engagements

Client Advisory & Strategy

• Advise clients on contact centre transformation roadmaps, operating models, and technology strategy
• Design future-state service experiences across voice, chat, messaging, and digital channels
• Identify opportunities to embed AI across the service lifecycle (self-service, assisted service, workforce optimization)
• Align service transformation with broader customer experience and digital transformation agendas

Delivery & Implementation Leadership

• Lead end-to-end transformation programs—from strategy through to execution
• Oversee implementation of:
  • Contact centre platforms (CCaaS, CRM, workflow tools)
  • AI solutions (chatbots, voicebots, agent assist, knowledge automation)
• Ensure successful integration with existing ecosystems (CRM, CDP, martech, analytics)
• Drive program governance, stakeholder management, and delivery excellence

Capability Building

• Build and mentor a high-performing team across consulting and delivery
• Develop methodologies, accelerators, and reusable assets
• Establish partnerships with key technology vendors and platforms

Your role as a leader:

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Directors across our Firm are expected to:

• Lead from the front, acting as an exemplary role model of integrity for leaders at all levels; promote a strong sense of loyalty and followership as well as to energise others to perform at the highest level
• Build a high-performance culture by cultivating individual and team strengths; drive outstanding service, quality and stakeholder value, often through a mix of large cross-business and/or cross-border teams.
• Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte from others.
• Build and maintain trust-based relationships with senior stakeholders and influencers, using highly developed influencing skills to drive positive impact in complex situations.
• Set and communicate strategic direction, excite people around the vision and align diverse, cross-business as well as cross-border teams to achieve success.
• Manage the development of a strong pipeline of diverse talent for current/ future success; own and drive a talent experience that differentiates Deloitte from others.
• Actively manages the business to deliver maximum value to Deloitte and to external stakeholders.
• Anticipate market and competitor trends to develop and deliver bold and innovative solutions that differentiates Deloitte.

Requirements:

• 10–15+ years of experience in contact centre / customer service transformation
• Proven track record in Southeast Asia markets
• Strong mix of:
  • Strategy & advisory (operating models, CX design, transformation roadmaps)
  • Hands-on delivery (implementation of contact centre technologies)
• Experience leading large-scale transformation programs across multiple markets
• Deep understanding of:
  • Contact centre operations and KPIs
  • Omnichannel service design
  • Workforce management and service optimization
• Experience with modern platforms such as:
  • CCaaS solutions (e.g., Genesys, NICE, Amazon Connect)
  • CRM platforms (e.g., Salesforce, Adobe, Microsoft Dynamics)
• Strong exposure to AI in service environments, including:
  • Conversational AI (chatbots/voicebots)
  • Agent assist and automation
  • Knowledge management and intelligent routing
• Experience in go-to-market, sales, or practice building
• Strong executive presence and stakeholder management skills
• Ability to translate business problems into scalable technology solutions
• Entrepreneurial mindset with a passion for building new capabilities

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.

#LI-AZ