Customer Experience Senior Manager, Strategy, Growth, and Transformation

Deloitte • Jersey City, NJ

2d • $171,600 - $338,300

About The Position

As a Senior Manager, Strategy, Growth, and Transformation on Deloitte’s Customer Strategy & Design team, you will lead customer experience and experience management strategy and implementation work. The role aligns business priorities, operating models, data, and technology, and advises executive stakeholders on Qualtrics solution architecture. You will direct end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions across customer, employee, and product experience programs, including integrations with enterprise platforms. You will lead multidisciplinary delivery teams, manage executive client relationships and delivery risks, and contribute to experience management proposals and practice development.

Deloitte’s Customer team combines business strategy, technology, creativity, analytics, and ongoing managed services to help organizations build customer relationships, improve experiences, and drive growth and value. The Government & Public Services practice serves federal, state, and local government clients, as well as public higher education institutions. The Customer Strategy & Design team discovers, designs, and prototypes customer growth strategies and innovation portfolios. Recruiting for this role ends on 12/31/2026.

Requirements

• Bachelor's degree.
• 8+ years of experience leading customer experience, customer strategy, experience management, or digital transformation engagements.
• 4+ years of experience leading Qualtrics implementation programs across customer, employee, or product experience use cases.
• 4+ years of experience configuring and deploying Qualtrics Experience Management (XM) Platform solutions, including surveys, workflows, embedded data, dashboards, and reporting.
• 4+ years of experience leading client delivery teams for experience management implementations and presenting solution recommendations to executive stakeholders.
• 2+ years of experience supporting federal, state, or local government agencies or public higher education institutions.
• 2+ years of experience configuring solutions in environments subject to FedRAMP requirements.
• Ability to travel 0–50% on average, based on assigned work and clients or industries served.
• Must be legally authorized to work in the United States without employer sponsorship now or in the future.
• Ability to work independently and collaboratively as part of a team.
• Effective written and verbal communication skills, strong interpersonal skills, and a professional demeanor.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment and meet deadlines.

Nice To Haves

• Qualtrics certification.
• 1+ years of experience designing Qualtrics solution architectures, including governance, data models, integrations, and reporting.
• 1+ years of experience using JavaScript or Python to create survey logic, automate platform workflows, or deploy website feedback code.
• 1+ years of experience integrating Qualtrics with Salesforce, SAP, Slack, CRM, HRIS, or data warehouse platforms using APIs, web services, or SSO.

Responsibilities

• Lead development of customer experience and experience management strategies aligned with business priorities, operating models, data, and technology.
• Advise executive stakeholders on Qualtrics solution architecture, including survey programs, workflows, data models, reporting, and governance.
• Direct end-to-end design, configuration, quality assurance, and deployment of Qualtrics solutions for customer, employee, and product experience programs.
• Oversee integrations between Qualtrics and CRM, HRIS, data warehouse, and other enterprise platforms using APIs, web services, and SSO.
• Lead multidisciplinary delivery teams, manage executive client relationships and delivery risks, and drive experience management proposals and practice development.
• Lead projects or workstreams, manage competing tasks and deadlines, and mentor and provide clear guidance to others.

Benefits

• Broad range of employee benefits.
• Discretionary annual incentive program, subject to program rules and performance factors.
• Opportunities for on-the-job learning, formal development programs, mentorship, and leadership opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior