Service Transformation & Strategy Leader

Deloitte Africa; Midrand; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading consulting firm in South Africa is seeking a Lead for Service Transformation Offering. This role focuses on helping clients evolve their service models using technology and human-centered design. Ideal candidates will have 10+ years in customer service strategy, strong analytical skills, and a passion for digital innovation. The position involves working closely with CXOs to shape future service strategies and enhance operational efficiencies.

Qualifications

• 10+ years in customer service strategy or service transformation.
• Experience in consulting or advisory roles is ideal.
• Hands-on experience with CRM and contact center technology is a plus.

Responsibilities

• Assess current service models and define benchmarks.
• Drive commercial growth through practice development.
• Design transformation roadmaps incorporating automation.

Skills

Strong analytical skills

Understanding of contact center KPIs

Experience in service/experience strategy

Influencing C-suite stakeholders

Passion for digital innovation

Education

Tertiary qualification in Business, Finance, Accounting, Data or Computer Science

Industry-specific qualifications or certifications

MBA or Masters in a relevant field

Tools

Salesforce

Genesys

ServiceNow

AWS Connect

Job description

A leading consulting firm in South Africa is seeking a Lead for Service Transformation Offering. This role focuses on helping clients evolve their service models using technology and human-centered design. Ideal candidates will have 10+ years in customer service strategy, strong analytical skills, and a passion for digital innovation. The position involves working closely with CXOs to shape future service strategies and enhance operational efficiencies.