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...