Salesforce Technical - Senior Consultant (CX) at Deloitte

Job Description

About Deloitte Digital 

• We are the part of Deloitte Consulting that uses technology and creativity to better connect the customer with the business by bringing empathy, ideas and experiences into all that we do. 
• Better known as Deloitte Digital, we use emergent technology to imagine, deliver, and run entirely new business futures. We create innovative ventures, digital platforms, and more meaningful experiences. This transformation journey starts and ends with the customer, first understanding people’s real lives and then shaping your business future to deliver around them. We call this Elevating the Human Experience. 

Main Purpose of Job

• To support engagement teams in delivery of services to / at client premises on delegated engagements / projects.  The core focus of this position is the design, development, and on-going support of digital customer technology applications.
• Assists in preparation of client presentations / discussion documentation
• Contributes to preparation of proposals/tenders and presentations
• Identifies opportunities for follow-on work and advise management  
• Identifies innovative solutions on projects / engagements to enhance / renew service offerings to client
• Under guidance, supports the Engagement team in delivery to client in area of competency
• Owns the Customer experience Design Conversation: ability to articulate the value of digital services to turn a strategy into measurable results
• Designing digital products and supporting development teams throughout implementation with art and design direction
• Owning CX, UX & UI design deliverables throughout the end-to-end product design cycle
• Ability to rapidly ideate and create concepts and articulate strong storylines to clients.
• Develops productive, credible and trusting relationships with clients and their teams during assignments / projects
• Drives Deloitte values of exceptional service to clients, growing the firm’s brand and talent development  
• Contributes to thought leadership and shares knowledge and expertise with clients, colleagues and teams
• Communicates regularly with Engagement Manager and team members on status of own deliverables
• Responds with urgency and accountability to client and team requests

Minimum Experience

• 5-8 years working experience including 3 years in a client facing as well as 3 years in a management role with a focus on digital transformation.
• Proven track record in leading initiatives and managing small projects
• Minimum 5 years’ experience ideally in either a technical (Developer) or functional (Business Analyst) role including at least 5 years’ experience in the design and development of Digital Customer applications
• CRM Certified Practitioner (for example, Salesforce) and/or Service Design certified Practitioner
• Proven experience in 1/more of the customer domains of Sales, Service, Marketing and Commerce

Relevant Customer Experience Design Competencies

• 5-8 years working experience as a Customer Experience Specialist, or in a similar Customer Experience and/or Consulting role
• Deep customer domain experience across Sales, Service, Marketing & Commerce

Relevant Digital Platform Development Competencies

• 5+ years in SaaS implementation with solid experience in implementing customer engagement platforms and CRM 
• 5+years’ experience as a CRM Solution Architect, CRM Technical Lead, CRM Data Lead, and/or CRM Technical Architect, designing and implementing large- solutions on Digital Customer Platforms 

Qualifications

Bachelor’s Degree in any of the following, or a related field, would be a distinct advantage: 

• Marketing 
• Communications 
• Advertising 
• Business Management 
• Information Systems
• Computer Science
• Engineering or related discipline
• Tertiary qualification in Digital Design / Visual Communication, Business or Information Systems  
• CRM Certified Practitioner, for example, Salesforce (minimum of 2 CRM/CX/Agile Certifications/Data Cloud) and/or Service Design/UX/CX

Preferred but not essential 

• Figma 
• Adobe XD 
• Sketch 
• Miro 
• Framer X