Automotive Transportation Hospitality and Services Human & Customer Experience Senior Manager

Deloitte in San Francisco, CA

  • Industry: Driver - Others
  • Type: Full Time
position filled
**Automotive Transportation Hospitality and Services Human & Customer Experience Senior Manager** Are you someone with deep Automotive, Airline, or Hotel industry experience who likes to tackle complex technical challenges? Use your technical background and industry knowledge to drive customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. The Consumer industry is focused on serving the changing consumer, who has rapidly evolving needs, behaviors and preferences for products, services, and experiences. Our **Automotive, Transportation, Hospitality & Services** sector is going through an unprecedented period of significant evolution and opportunity with silos being broken down and an increased focus on the customer experience. Organizations are building differentiated customer experiences and highly integrated supply chains while maintaining growth and profitability, which creates unique challenges to innovate, modernize technology, and transform their business models. **Work you ll do** As a Senior Manager, you will lead and deliver large, complex client engagements that identify, design, and implement creative business and technology solutions for large companies. You will contribute to the firm's growth and development in a variety of ways including: Engagement Management: + Lead engagement planning and budgeting; mobilize and manage engagement teams; define deliverable structure and content; facilitate buy-in of proposed solutions from top management levels at the client; direct on-time, quality delivery of work products; manage engagement economics; manage engagement risk. Relationship Management: + Participate in Business Development, develop and maintain contact with top decision makers at key clients, organize and lead pursuit teams, participate and lead aspects of the proposal development process, contribute to the development of proposal pricing strategies. Practice Development & Eminence: + Develop practical solutions and methodologies, develop "thoughtware" and "point- of-view" documents, participate in public speaking events, get published in industry periodicals. People Development: + Perform the role of counselor and coach, provide input and guidance into the staffing process, actively participate in staff recruitment and retention activities, provide leadership and support for delivery teams and staff in local offices. **The team** Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. Our team of professionals has deep capabilities in strategy, customer experience, digital strategy and innovation. We deliver set of customer focused work: **Customer Strategy** | Help clients build capabilities to better understand customer value drivers and make choices about the markets and segments they serve through digital, social, and mobile channels; optimize pricing decisions and shape the most strategic issues on the CMO agenda **Customer Experience** | Help clients improve the quality, nature and power of interactions between the customer and the organization across the lifecycle of sales, marketing and service at each and every touch point. **Applied Innovation** | Help clients rapidly design, prototype and launch new businesses and experiences, translating insights on human behavior from design-led methods into offerings and technologies that delight customers and drive growth **Digital Strategy** | Help clients understand, envision and articulate digital as a business strategy aligned with their CEO s agenda and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent **Qualifications** **Required:** + 10 years of experience working in the **Automobile** space including manufacturers, dealers, suppliers, finance companies OR **Hospitality** space including cruise lines, hotel, resorts, casinos, gaming, restaurants OR **Transportation** space including airlines, freight, rail, shipping ports, ground transportation. **This industry experience is a must.** + Minimum of 15 years of business strategy consulting or other relevant project experience, with focus on customer strategy, customer experience measurement and design and marketing. + 5 years in a human centered design experience or functional leadership role, focus on service design within automotive, hospitality or transportation sectors + Ability to travel 80% + Visa-Sponsorship - Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. **Preferred:** + Strong project management and delivery experience, including project planning, budget oversight and staffing of project teams including time management. + Strong problem solving and troubleshooting skills with the ability to exercise mature judgment. + Experience with selling to C-level executives and other business development activities. + Previous experience mentoring, training and developing junior members of the team; experience in employee performance reviews. + Ability to work independently and manage multiple task assignments. + Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint). Working knowledge and experience of MS Office applications and training development tools. + Located within a commutable distance of a Deloitte office. **How you ll grow** At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at **Benefits** At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. at **Deloitte s culture** Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. **Corporate citizenship** Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world. at **Recruiter tips** We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you re applying to. Check out recruiting tips from Deloitte professionals. at Category: Customer Relationship Management About Deloitte As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. </script>

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