(Senior) Consultant Service Excellence

Company Description

Be part of a team of Service Excellence professionals that is driving transformational change and work to empower clients in utilizing their Contact Center solutions in the most effective manner. At Deloitte.

Within our Service Excellence     team we help our clients deliver efficient and personalized customer service experiences through advanced contact center solutions and streamlined integration.  You will join a team of highly motivated people, who are working together to help organizations turn their customer experiences into a business differentiator through connected, personalized interactions across the enterprise and omnichannel experiences that drive customer satisfaction and loyalty. 

Job Description

As a (Senior) Consultant Service Excellence you will have the opportunity to play a key role in solving complex challenges for industry-leading clients in collaboration with our experienced Service Excellence team . Specifically you will:

- Lead the analysis, design, and optimization of end-to-end Customer Service processes, translating business objectives into scalable service architectures

- Act as a trusted advisor to (senior) client stakeholders on service transformation, customer experience strategy, and operational excellence

- Facilitate (executive-level) workshops focused on service design, AI-driven innovation, omnichannel orchestration, and continuous improvement

- Define and translate complex business requirements into actionable solution designs 

- Leverage and connect best-in-class ecosystem platforms across CRM, conversational AI, and cloud technologies—working closely with strategic alliances to deliver seamlessly integrated, end-to-end service solutions (e.g. Salesforce, Microsoft, Genesys, Cognigy, etc.)

- Oversee the configuration, implementation, and testing of cloud-based Contact Center capabilities, ensuring alignment between business outcomes and platform capabilities

- Drive the adoption of advanced capabilities such as AI-powered analytics, conversational interfaces, intelligent routing, and automation to enhance both customer and agent experiences;

- Support programme and transformation management across large-scale service initiatives, ensuring delivery quality, stakeholder alignment, and value realization

- Contribute to the growth of the Sales & Service practice through thought leadership, eminence, capability development, business development, and mentoring of junior consultants

Qualifications

Degree or equivalent with 3-5 years’ experience of CRM and contact center solutions, with proved implementation experience gained within a contact center environment, software vendor or business consultancy.

- Deep hands-on experience with modern cloud-based Contact Center platforms, Genesys experience is a pré

- Proven experience advising and implementing core Contact Center capabilities, such as Quality Management, Workforce Management, intelligent routing, IVR / self-service, and agent desktop optimization

- Configuration and implementation experience across Contact Center technology stacks

- Demonstrated ability to translate Contact Center operational challenges into technology-driven solutions

- Proven track record in participating in Customer Service system implementations or workstreams, being part of cross-functional teams (IT, operations, CX, vendors) and guiding clients through design, build, test, and rollout phases

- Strong understanding of Customer Service best practices and operating models, including KPIs, service levels, customer journey design, workforce optimization, and continuous improvement

- Analytical and structured problem-solving skills, with the ability to work with complex data, operational metrics, and business requirements to drive measurable outcomes

- Experience working in complex enterprise environments, collaborating with ecosystem partners across CRM, conversational AI, and cloud platforms to deliver integrated end-to-end service solutions

- Flexibility and willingness to travel, combined with a client-first mindset and the confidence to engage with stakeholders from operational leads up to senior management

Additional Information

What do we offer?
A high performance environment with motivated colleagues and the tooling to enable success. You’ll benefit from continuous learning and development, coaching from experienced sales practitioners, exposure to strategic, high profile pursuits and a supportive, collegiate team culture. We also offer a flexible, hybrid working model and opportunities to grow your career within one of the largest professional services firms in the Netherlands.

(W)here
Within our Sales Excellence teams, cooperation and personal development are key. With over 7,500 people in 15 offices across the Netherlands, Deloitte is a leading provider of professional services. Our work areas include Audit & Assurance, Strategy, Risk & Transaction Advisory, Support, Tax & Legal, and Technology & Transformation.

Are you determined to win, get the best out of people, have a team player mentality and a knack for thinking creatively? Let’s have a coffee to discuss.At Deloitte we work hybrid — combining time at the office and at home — to support both collaboration and flexibility.Deloitte is an inclusive employer and welcomes applications from everyone. If you’d like to discuss reasonable adjustments during the recruitment process, please let us know.