(Senior) Consultant Service Excellence
On-site · Amsterdam, North Holland, The Netherlands
Job Summary
Senior Consultant Service Excellence at Deloitte Netherlands leads analysis, design, and optimization of end-to-end Customer Service processes; advises senior client stakeholders on service transformation and customer experience strategy; facilitates executive workshops on service design, omnichannel orchestration, and AI-driven innovation; translates business requirements into actionable solution designs across CRM, contact center, and cloud platforms; oversees configuration, implementation, and testing of cloud-based Contact Center capabilities; drives AI-powered analytics, intelligent routing, and automation to enhance customer and agent experiences; contributes to growth of the Sales & Service practice and mentors junior consultants; flexible, hybrid working model with travel to client sites in the Netherlands.
Required Qualifications
- Degree or equivalent with 3-5 years’ experience of CRM and contact center solutions
- Deep hands-on experience with modern cloud-based Contact Center platforms
- Proven experience advising and implementing core Contact Center capabilities (Quality Management, Workforce Management, intelligent routing, IVR / self-service)
- Configuration and implementation experience across Contact Center technology stacks
- Demonstrated ability to translate Contact Center operational challenges into technology-driven solutions
- Experience in cross-functional team delivery (IT, operations, CX, vendors) and guiding clients through design/build/test/rollout
- Strong understanding of Customer Service KPIs, service levels, and customer journey design
- Analytical and structured problem-solving skills with data-driven outcomes
- Willingness to travel
- Hybrid working model experience in a large professional services firm
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