Manager - Customer Strategy & Design

Responsibilities

• You will manage teams, engage directly with clients, and take accountability for delivering high-quality outcomes that drive measurable business value.
• Client Delivery & Engagement Ownership
• Lead the end-to-end delivery of Customer Strategy & Design engagements and workstreams , ensuring high-quality outputs, on-time delivery, and alignment to client objectives
• Own key client relationships at working and middle-management level , building trust and acting as a day-to-day advisor
• Translate complex business challenges into clear problem statements, hypotheses, and structured workplans
• Ensure delivery excellence across all phases: diagnostic, strategy development, experience design, and implementation support
• Customer Strategy & Experience Leadership
• Lead the design and delivery of customer and growth strategies , segmentation, proposition design, and experience transformation initiatives
• Drive the translation of customer insights, research, and data into actionable recommendations and business value
• Lead and shape human-centred design approaches, including customer research, journey mapping, service blue printing, ideation, concept development, and experience prototyping
• Oversee the development of customer-centric operating models, journeys, and service experiences
• Ensure integration of digital, data, and technology considerations into strategy and design outcomes
• Team Leadership & Delivery Management
• Manage and coach project teams , including Senior Consultants and Consultants, ensuring high performance and capability development
• Allocate work effectively, manage delivery risks , and ensure quality assurance across all client deliverables
• Provide hands-on guidance on problem-solving, structuring, and storytelling , elevating team output
• Foster a collaborative, inclusive, and high-performance team culture
• Commercial & Financial Management
• Manage engagement financials , including budgets, utilisation, and delivery against agreed commercial parameters
• Ensure effective scope management and delivery discipline to protect engagement profitability
• Identify risks and proactively implement mitigation strategies
• Business Development & Market Contribution
• Support and contribute to proposal development, solutioning, and client pitches
• Translate client needs into compelling value propositions and differentiated offerings
• Identify opportunities to expand existing engagements and grow client accounts
• Thought Leadership

Additional Information

Africa Consulting Services (ACS) is Deloitte's consulting business across the African continent, bringing together deep industry expertise, local market insight, and global capabilities to help organisations solve their most complex challenges. 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 across rapidly evolving markets. We partner with clients to drive transformation across strategy, operations, and technology-delivering end-to-end solutions that enable sustainable growth, operational excellence, and competitive advantage. 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 Manager within Customer Strategy & Design, you will lead the delivery of client engagements and workstreams , translating customer, market, and business insights into actionable strategies and transformative customer experiences.

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