Customer Experience Management (XM) Lead

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state, and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

• Cross-channel customer engagement strategy, design, and development (web, mobile, social, physical).
• eCommerce strategy, implementation, and operations.
• Acquisition and engagement campaign ideation, development, and execution.
• Agile based, design-thinking, user-centric, empirical projects that accelerate results.

• Oversee the creation of innovative and transformative Experience Management solutions that address the needs of State and Local Health and Human Services clients.
• Create effective Experience Management strategies and roadmaps, in direct alignment and support of business and technology objectives.
• Manage project service excellence by identifying key issues for key accounts, determining project needs by supplementing standard assessment techniques with innovative approaches, evaluating and validating analysis, and developing recommendations within the overall engagement context.
• Manage day-to-day interactions with executives and sponsors and develop and maintain contact with top decision makers according to the developed Deloitte account engagement models. Lead project proposal development processes and contribute to the creation of proposal pricing models and strategies.
• Help secure relationships with qualified targets and decision makers to uncover opportunities; manage the project pursuit process and act as a key advisor to the pursuit team throughout the sales process.
• Support the go-to-market strategy and scale Experience Management as an offering.
• Improve internal processes, and promote knowledge sharing in the team, by contributing to the community of practice, blogs, and other forms of market eminence.

• Bachelor's Degree or equivalent
• 10+ years of experience leading and developing user-centric models & capabilities.
• 4+ years of experience overseeing the creation of client strategies and roadmaps, developing architectural roadmaps, global design, process mapping, and data migration strategy and approach.
• 2+ years of experience overseeing the planning of engagement scopes, project budgets, staffing, and managing project economics to ensure maximum project profitability.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve.

• Master's degree or foreign equivalent in Business Administration, any STEM field, or a related field
• 4+ years of experience leading stakeholder and communications management processes, including risk and issue escalation and executive reporting.
• 4+ years of driving assessments of existing systems and identifying gaps between business requirements and current capabilities, estimating time and resources needed for development work.
• 2+ years of experience managing Experience Management projects including development and implementation services to help Government and Public Services organizations unlock the value of technology investments by integrating with existing client priorities and Software Development Life Cycle (SDLC) Waterfall and Agile methods and tools.
• 2+ years of experience leading, developing, and delivering business development activities, including client proposals, pricing, and Statement of Work (SOW) creation, responding to Requests for Proposals (RFP), point of view development, and eminence.
• 2+ years of experience performing the role of counselor and/or coach, actively participating in staff recruitment and retention activities, and providing leadership and support for teams and staff in local offices.
• Demonstrated understanding of the adoption of technology and its impact to future operating models and organizational structures