Senior Consultant, Functional Transformation

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Work You'll Do

The successful candidate will analyze production data, identify where automated experiences are failing, translate those insights into practical design and delivery recommendations, and support the coordination needed to move those recommendations into implementation. The role requires comfort working with operational and transactional data, the ability to define functional requirements for AI-enabled systems across a range of industries and contexts, and the communication skills to present findings clearly to both technical and senior business audiences.

Functional Consulting and Experience Design

• Analyze production data from IVR, conversational AI, and digital chat channels to identify failure patterns, abandonment points, escalation drivers, and experience gaps.
• Translate data findings into clear problem statements linked to business impact, customer experience issues, and operational outcomes.
• Define functional requirements for conversational AI systems, including dialogue behavior, escalation logic, human handoff, context preservation, and channel-specific requirements.
• Develop conversation design principles and system-level behavioral guidelines for AI assistants across intents, channels, and failure states.
• Facilitate discovery sessions and working workshops with product, operations, technology, data, and business stakeholders.
• Structure design problems using methods such as root cause analysis, journey mapping, and 'how might we' framing.
• Build prioritized backlogs by turning design recommendations into delivery-ready items with a clear rationale, baseline, and target outcome.
• Design pilots and A/B tests for AI-enabled conversation changes by defining hypotheses, scenario coverage, success metrics, and measurement prerequisites.
• Support UAT, implementation validation, and measurement of whether changes are producing the intended results.

PMO and Delivery Coordination

• Coordinate across client teams to ensure workstreams stay aligned, feasible, and on track.
• Support integrated planning by helping maintain milestones, dependencies, action items, and decision points across product, technology, operations, and data teams.
• Track delivery risks, issues, assumptions, and dependencies, and escalate blockers when needed.
• Prepare recurring status updates and stakeholder materials that clearly summarize progress, risks, next steps, and decisions required.
• Help manage governance routines such as working sessions, delivery checkpoints, and leadership updates.
• Maintain visibility across backlog health, readiness activities, delivery status, and key milestones.
• Support agile delivery practices, including sprint planning, story development, and backlog grooming.
• Help ensure recommendations are translated from analysis into executable work that can be tracked through delivery.

Client and Stakeholder Leadership

• Prepare and present findings to client stakeholders, including executive- and working-level audiences.
• Own the narrative from problem definition through recommendation and delivery planning.
• Build alignment across teams with different priorities, technical backgrounds, and delivery responsibilities.
• Manage stakeholder expectations by making assumptions, dependencies, and progress visible.
• Communicate complex conversational AI concepts in practical, business-oriented language.
• Support client conversations that drive clarity, decision-making, and momentum.

The team

Our Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.

Qualifications

Required:

• 4+ years' experience working with operational or transactional data to identify patterns, quantify impact, and build a coherent problem statement.
• + years' experience structuring design problems and translating them into actionable recommendations.
• 2+ years experience understanding of conversational AI, IVR, chatbot, or digital assistant environments, including how they are designed, instrumented, and measured.
• Bachelor's degree or equivalent professional experience
• Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.
• Limited immigration sponsorship may be available.

Preferred:

• Experience designing or evaluating A/B tests for AI-enabled product changes.
• Exposure to conversational AI or automation platforms such as IVR systems, chatbot tooling, virtual assistants, or enterprise AI products.
• Familiarity with pilot planning, release readiness, or delivery governance.
• Experience supporting cross-functional teams in a fast-paced consulting or transformation environment.
• Comfort with PMO routines such as status reporting, dependency tracking, action logs, and stakeholder updates.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $119,000 to $198,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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