Digital Strategy Manager | CSD | KSA

Consulting | Talent standards

Customer Strategy & Design – Manager

About Deloitte: When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. We have received numerous awards over the last few years, including Best Employer in the Middle East, and Best Consulting Firm, and the Middle East Training & Development Excellence Award.

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Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most—for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.

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During Your Tenure As a Manager In Customer Strategy & Design, You Will Demonstrate And Develop Your Capabilities In The Following Areas

• Prepares project plan to meet objectives within established budget and timeline and recognizes when plans should be adjusted to meet objectives
• Develops budget, scope and staffing recommendations based on understanding of client budget and project economics
• Fosters a team environment that builds accountability for and commitment to meeting engagement objectives
• Identifies relevant business trends, economic forces, and industry practices and discusses with the client
• Interprets and synthesizes data, exercises professional skepticism to challenge data, and identifies meaningful insights to develop recommendations that most effectively support a client’s business objectives
• Ability to identify and transform opportunities into solutions that drive business value for our clients
• Assesses the financial aspects of business opportunities; identifies and quantifies financial and non-financial benefits of proposed solutions
• Ability to incorporate financial information when evaluating business opportunities and making recommendations
• Understands the larger ecosystem within which the client operates; uses to facilitate discussions about potential solutions to the client’s most pressing business problems
• Builds a global network of subject matter experts within chosen sector and leverages global collateral to support sales pursuits and engagement.
• Contributes to client’s technology agenda based on emerging business and technology trends, competitor landscape, and leading practices within functional or sector domain
• Ability to articulate how technology enables and differentiates the business and communicate this effectively to clients
• Recommends options or solutions that meet a client’s business needs and desired functionality
• Assesses a client’s needs and identifies the appropriate technical process(es) to create solutions that fit client requirements
• Stays current on emerging technologies, standards and applications within the digital domain
• Ability to analyze trends and technologies and apply insights to assess the impact and value on the business
• Applies knowledge of current and emerging technologies, vendors and marketplace innovations to recommend solutions that meet client’s needs
  
  

Customer Strategy & Design capabilities (broad experience in selected areas):

• Assesses how companies should respond to rapidly changing consumer behaviours and the proliferation of multichannel touchpoints
• Explores unmet consumer needs to inspire new breakthrough creations
• Reimagines services across multiple touchpoints to create new economic value and meet customer needs
• Re-envisions how best to engage customers and create new experiences, test and refine using agile methods
• Designs experiences that delight customers and drive top-line growth
• Identifies the most valuable customer journeys, assessing their impact on customer satisfaction, revenue growth and cost to serve
• Develops and implement strategies and approaches to drive customer acquisition, value, engagement, and loyalty
• Builds new and strengthen existing digital channels, implementing new or enhanced omni-channel strategies
• Defines fit for purpose design and capture technological, experiential requirements to revamp the entire experience, bringing innovative services to life by mapping the underlying experiential, technological, and operational requirements
• Iterates and learns through rapid prototyping before delivering the product design, along with the commercial case and the market-entry platform to support a product launch
• Creates prototypes that deliver the full user experience, assessing and implementing data, analytics, and marketing-technology solutions
• Tests and refine with real customers building out the systems to support the radically improved customer journey
• Defines implications of existing operating-models , including roles, org. structures, and operating processes
• Uncovers the priority processes that create the biggest impact for customers and business
• Transforms processes and ensuring that they are fit for standardisation and automation
• Achieves scale by identifying synergies among technologies, systems, and data sets across multiple journeys
• Defines IT architecture changes, ensuring that journeys are integrated into existing IT systems
• Cooperates with Digital Labs teams to rapidly build out IT component
• Ensures regulatory compliance and functionality of every new service or process
• Defines capability gaps and support team to build these capabilities in an agile fashion
• Deploys insights and methods of working out of the following areas: Block-chain, AI/Robotics, Digital Platforms, Digital Transformation, Agile, Data Analytics
  
  

Qualifications

• An undergraduate degree in Digital Marketing, Business Administration, MBA or a relevant Master degree or certificate is a plus
• At least 6 to 8 years of experience in Management Consulting Firm. Experience in big four companies is a plus
• Ability to apply knowledge of structure, functions, and procedures in solving organizational problems and to develop methods for implementing prescribed systems with the capability to predict the effect of changes recommended or instituted.
• Proficiency in Arabic and English (written and spoken).
• Willing to work hours as needed to meet client deadlines and firm needs.
• Strong proficiency in basic PC applications (Excel, Word, PowerPoint, etc) with a general understanding of data analysis techniques
• Ability to think strategically and assist in the organization and management of a multi-disciplinary team; ability to sell additional services to clients
• Full mobility travel