Senior Consultant - Customer Strategy & Design

Job Description

At Deloitte Africa Consulting Services (ACS), we help organisations shape their future and achieve sustained impact in an ever-evolving world. We bring together strategy, design, and technology to solve our clients’ most complex challenges and unlock new sources of value.

Our approach is distinct—combining deep industry insight with end-to-end capabilities across strategy, experience design, transformation, and technology delivery. We partner with leading organisations to reimagine business models, accelerate growth, and deliver measurable outcomes at scale.

We are committed to building an environment of continuous learning, collaboration, and innovation—empowering our people to lead with purpose and make a meaningful impact for our clients, our communities, and our society.

About Deloitte Digital - Customer Strategy & Design

Deloitte Digital is a global leader at the intersection of customer strategy, creativity, and technology—bringing together world-class capabilities to imagine, deliver, and run the future of customer-centric businesses. 

We are all things customer—focusing our talent, design thinking, and advanced technology on every interaction between organisations and their customers. From strategy through to execution, we help clients create seamless, human-centred experiences that drive loyalty, growth, and competitive advantage. 

We combine strategy, behavioural insights, service design, and digital capability to enable organisations to transform how they connect with customers—across marketing, sales, service, and commerce.

Guided by our purpose of Elevating the Human Experience, we help clients move beyond incremental change to reimagine their business around customer needs—creating sustainable value in a digital-first world. 

Our Customer Strategy & Design capability sits at the heart of this offering—helping organisations:

• Define winning customer and growth strategies
• Design differentiated propositions and experiences
• Embed customer-centric operating models
• Leverage data, insights, and emerging technologies to create measurable value

As a Senior Consultant you will support the engagement Manager in the delivery of services to our clients on delegated engagements / projects within Customer Strategy and Design.

Key Responsibilities:

• Deliver Customer Strategy & Design engagements across key domains, including:
  customer strategy, segmentation, growth strategy, proposition design, product innovation, experience design (journey mapping, service blueprinting, concept development, prototyping), customer-centric operating models, and digital marketing.

• Lead analysis and problem-solving across workstreams, synthesising data, research, and insights into clear, compelling recommendations that drive client decision-making. 

• Translate customer insights into actionable strategies and experiences, supporting the design of differentiated propositions, journeys, and service models that deliver measurable business impact.

• Support the end-to-end delivery of engagements, from initial problem framing and research through to solution design, business case development, and implementation support. 

• Leverage Deloitte methodologies, tools, and global leading practices to deliver consistent, high-quality outcomes aligned to client priorities. 

• Independently manage and deliver defined workstreams, ensuring outputs are delivered on time, of high quality, and aligned to client expectations. 

• Develop high-quality client deliverables, including presentations, reports, dashboards, and models, translating complex analysis into clear, impactful narratives. 

• Facilitate and contribute to client workshops and working sessions, bringing structure, insight, and creativity to discussions (e.g. strategy definition, journey design, ideation sessions). 

• Operate effectively in ambiguous and unstructured environments, applying critical thinking and creativity to define problems and shape solutions. 

• Collaborate across multidisciplinary teams, including strategy, design, data, and technology specialists, to deliver integrated, end-to-end solutions.

• Contribute to the development of junior team members, providing coaching and support within your workstreams and fostering a high-performance team culture. 

• Support business development activities, including proposal development, research, and the articulation of client value propositions.

Qualifications

Qualifications

• Tertiary qualification in Business, Finance, Accounting, Data, Computer Science, Engineering, or related discipline

Experience

• 4+ years in client-facing consulting within a tier-one professional services firm, delivering strategy projects across multidisciplinary teams
• Deep functional knowledge in at least two of the following: customer strategy, growth strategy, product innovation and design, customer-centric operating models, research and insights, data and analytics, or digital marketing

Key Skills

• Strategic thinking with ability to develop compelling client proposals and vision
• Strong analytical and problem-solving capabilities in ambiguous environments
• Excellent written and verbal communication skills, with ability to translate complex analysis into clear narratives
• Demonstrated mentorship and coaching ability with commitment to developing self and others
• Strong client delivery focus with proven ability to manage workstreams independently

Additional Information

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

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At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups.

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