Manager – Customer Experience Organization (CL5)
Are you passionate about technology and improving the end-to-end employee/customer experience? Join a community of collaborative colleagues who respectfully and courageously challenge the status quo. This opportunity within Deloitte’s Customer Experience Organization (CXO) blends operational excellence with a digital transformation mindset—leveraging data, automation, and modern service management practices to deliver seamless, proactive, high-quality support.
Work you’ll do
Leads customer experience excellence and digital transformation as the on‑site manager for the Customer Experience Organization (CXO), delivering seamless, reliable, and frictionless technology experiences for practitioners. Owns an omnichannel support model that integrates in‑person and virtual services, leveraging standardization, automation, and modern digital workplace capabilities (including AI‑enabled support where applicable).
Oversees CXO service delivery in a 24x7 environment, partnering with business leaders to translate needs into scalable solutions. Accountable for end‑to‑end service delivery, including asset lifecycle management (procure‑to‑retire), endpoint (laptop/mobile) support, printer services, and new‑hire technology onboarding. Drives customer satisfaction, experience metrics (e.g., VOC), and SLAs, with a strong focus on continual improvement. Leads and develops teams through performance management, coaching, and talent development, and may lead regional or national transformation initiatives.
Roles and Responsibilities
- Brings all Technology resources together to meet local business requirements. Owns end-to-end local service delivery across onsite and virtual channels, including technology support, service delivery, asset deployments, printer services, endpoint lifecycle management, and new hire technology onboarding. Accountable for customer satisfaction, experience outcomes, and Service Level Agreement commitments; ensures staffing and resource allocation align to demand.
- This managerial role plays a key part in CXO transformation and long-term strategy, supporting innovation initiatives and the Innovation Hub. Applies a digital transformation mindset to modernize the local support model (standardization, self-service, automation, and knowledge management) and translate business requirements into scalable technology solutions. Strong communication and stakeholder management skills are essential to negotiate with senior stakeholders and ensure the delivery of high-quality, reliable services and improved experience outcomes.
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The position is responsible for developing and maintaining strong professional relationships with business leaders. It includes leadership accountability for managing and developing local teams through performance evaluation, goal setting, coaching, mentoring, and recruitment, and may also involve leading projects at a regional or national level.
Coordinates activities with infrastructure teams (LAN, WAN, Telephony) where local hands-on activities are required along with securing local office leadership approvals.
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Locally responsible for developing people and leading teams. This includes performance management, goal setting, professional development, coaching / mentoring, team recognition, and recruiting activities.
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Manages services within budget guidelines, developing cost control measures, managing Time and Expense, and providing input into budget with regards to hardware and software upgrades, consumable items and peripherals within the local office.
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Supports all security, risk and compliance activities that occur locally/regionally. This includes the management and reporting of media collection, preservation, and destruction. May work directly with the Information Security Risk and Compliance team and the Office of General Council in response to matters of litigation.
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Responsible for managing, measuring and reporting all aspects of PC/Mobile device compliance within policy, standards and guidelines.
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Drive idea generation and strategic thinking to advance next generation customer experience.
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Builds and maintains business advisor relationships across a broad network and acts as a liaison between DT-US leadership and different businesses
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Provides clear direction, assignments, feedback, coaching and counseling to people whom one is managing
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Identifies team’s strengths and focuses on developing those further
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Serves as a team leader and conducts regular check-ins with appropriate professionals
- Grows relationships with business leaders and users at all levels in the office. Promotes Technology services, engages customers to understand business needs, and maintains ownership for issue resolution and communications. Establishes feedback loops (VOC) and facilitates regular service reviews to drive continual improvement and measurable experience outcomes. Provides input and oversees the delivery of the monthly One Voice update as well as other technology-related updates to enhance the customer relationship.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience). Preferred: Master’s degree (MBA, or equivalent) or demonstrated experience leading enterprise-scale service delivery and digital transformation initiatives.
- Certifications (preferred; one or more strongly desired): ITIL® 4 Foundation (or higher); ITSM or Service Desk leadership certification; Experience Management / XLA® (e.g., CCXP, XLA® Foundation/Practitioner); Project/Program Management (PMP®, PRINCE2®); Governance/Risk (COBIT®, ISO 20000/ISO 27001 awareness); Cloud fundamentals (AWS/Azure/GCP) and modern endpoint management exposure.
- Possess over 10 years of overall work experience, with more than 4 years dedicated to leading teams and projects in a corporate IT setting that is similar to the size and scope of Deloitte.
- Hands on experience in providing Technology support, Application support, and basic understanding of Technology infrastructure.
- Effective communication skills to connect with stakeholders and translate Business requirements to Technology solutions.
- Ability to establish and analyze key performance indicators (KPI’s) to identify and improve service delivery.
- People Management: Recruiting, development and training resources to build a strong team in order to provide support as per Deloitte standards.
- Automation mindset with the ability to identify and deliver opportunities that reduce manual effort and improve experience (self-service, knowledge management, workflow automation, virtual agents/GenAI where appropriate).
- Strong understanding of continual service improvement and ability to drive changes end-to-end using data, service analytics, and experience signals (VOC/NPS) to improve outcomes.
- Demonstrated ability to lead through change.
- In depth knowledge on ITIL framework.
- Master of conflict resolution.
- Passion for team success.
- Self-driven and motivated
- Ability to manage stress effectively in high-pressure situations.
- Strong sense of discretion and confidentiality required.
- Exceptional time management skills.
- Ability to influence and persuade.
- Ability to appropriately assess and manage risk.
- Proven ability to drive operational excellence.
- Background managing teams in matrix and traditional line management structures with a strong attention to resource management is preferred.
- Good to have knowledge of project delivery and change management, service analytics and experience measurement, information/data security, and digital workplace technologies (endpoint management, identity, collaboration tools, and cloud concepts). Exposure to automation and GenAI-enabled support (e.g., virtual agents, knowledge management, analytics) is a plus.
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Benefits to help you thrive
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