(Senior) Consultant Service Excellence

Deloitte
Deloitte

Amsterdam, Netherlands

Posted 6+ months ago

(Senior) Consultant Service Excellence

  • Technology & Transformation
  • Amsterdam The Edge
  • Bachelor (HBO/WO)

Be part of a team of Service Excellence professionals that is driving transformational change and work to empower clients in utilizing their Contact Center solutions in the most effective manner. At Deloitte.Within our Service Excellence team we help our clients deliver efficient and personalized customer service experiences through advanced contact center solutions and streamlined integration. You will join a team of highly motivated people, who are working together to help organizations turn their customer experiences into a business differentiator through connected, personalized interactions across the enterprise and omnichannel experiences that drive customer satisfaction and loyalty.

W
h
a
t
i
m
p
a
c
t
w
i
l
l
y
o
u
m
a
k
e
?

What do we offer? A high performance environment with
motivated colleagues and the tooling to enable success.
You’ll benefit from continuous learning and development,
coaching from experienced sales practitioners, exposure
to strategic, high profile pursuits and a supportive,
collegiate team culture. We also offer a flexible, hybrid
working model and opportunities to grow your career
within one of the largest professional services firms in the
Netherlands.
(W)here Within our Sales Excellence teams, cooperation
and personal development are key. With over 7,500 people
in 15 offices across the Netherlands, Deloitte is a leading
provider of professional services. Our work areas include
Audit & Assurance, Strategy, Risk & Transaction Advisory,
Support, Tax & Legal, and Technology & Transformation.
Are you determined to win, get the best out of people,
have a team player mentality and a knack for thinking
creatively? Let’s have a coffee to discuss.At Deloitte we
work hybrid — combining time at the office and at home
— to support both collaboration and flexibility.Deloitte is
an inclusive employer and welcomes applications from
everyone. If you’d like to discuss reasonable adjustments
during the recruitment process, please let us know.

H
o
w
d
o
y
o
u
d
o
t
h
i
s
?

As a (Senior) Consultant Service Excellence you will have the opportunity to play a key role in
solving complex challenges for industry-leading clients in collaboration with our experienced
Service Excellence team . Specifically you will:
- Lead the analysis, design, and optimization of end-to-end Customer Service processes,
translating business objectives into scalable service architectures
- Act as a trusted advisor to (senior) client stakeholders on service transformation, customer
experience strategy, and operational excellence
- Facilitate (executive-level) workshops focused on service design, AI-driven innovation,
omnichannel orchestration, and continuous improvement
- Define and translate complex business requirements into actionable solution designs
- Leverage and connect best-in-class ecosystem platforms across CRM, conversational AI,
and cloud technologies—working closely with strategic alliances to deliver seamlessly
integrated, end-to-end service solutions (e.g. Salesforce, Microsoft, Genesys, Cognigy, etc.)
- Oversee the configuration, implementation, and testing of cloud-based Contact Center
capabilities, ensuring alignment between business outcomes and platform capabilities
- Drive the adoption of advanced capabilities such as AI-powered analytics, conversational
interfaces, intelligent routing, and automation to enhance both customer and agent
experiences;
- Support programme and transformation management across large-scale service initiatives,
ensuring delivery quality, stakeholder alignment, and value realization
- Contribute to the growth of the Sales & Service practice through thought leadership,
eminence, capability development, business development, and mentoring of junior
consultants

W
h
a
t
’
s
i
n
i
t
f
o
r
y
o
u
?

  • You’ll
    receive
    a
    profit-sharing
    bonus.
    On
    top
    of
    your
    fixed
    salary.
    Continuous
    professional
    growth.
    Join
    our
    development
    program.
    A
    work-from-home
    office
    setup
    allowance
    to
    make
    sure
    you
    have
    everything
    you
    need
    for
    an
    ergonomically
    designed
    workstation
    and
    internet
    allowance.
    Work
    part-time
    (32
    hours
    a
    week)
    or
    full-time
    (40-hours
    a
    week.)

What’s in it for you?

  • You’ll
    receive
    a
    profit-sharing
    bonus.
    On
    top
    of
    your
    fixed
    salary.
  • Continuous
    professional
    growth.
    Join
    our
    development
    program.
  • A
    work-from-home
    office
    setup
    allowance
    to
    make
    sure
    you
    have
    everything
    you
    need
    for
    an
    ergonomically
    designed
    workstation
    and
    internet
    allowance.
  • Work
    part-time
    (32
    hours
    a
    week)
    or
    full-time
    (40-hours
    a
    week.)
  • Flexible
    working
    hours,
    you
    are
    in
    charge
    of
    your
    own
    calendar.
  • 26
    days
    of
    paid
    annual
    leave,
    and
    the
    opportunity
    to
    purchase
    additional
    leave.
  • The
    option
    to
    exchange
    three
    national
    holidays
    for
    three
    non-national
    holidays.
  • A
    good
    mobility
    scheme:
    the
    choice
    of
    various
    options
    such
    as
    a
    lease
    car,
    travel
    by
    public
    transport,
    a
    cash
    option
    or
    a
    combination
    of
    these.
  • A
    laptop
    and
    iPhone.
    The
    iPhone
    can
    be
    for
    personal
    use.
  • A
    good
    pension
    scheme
    with
    a
    personal
    contribution
    of
    only
    2%.
    For
    a
    comfortable
    future.
  • An
    opportunity
    to
    take
    part
    in
    our
    collective
    health
    insurance
    scheme.
  • An
    opportunity
    to
    benefit
    from
    tax-efficient
    facilities
    such
    as
    fitness,
    a
    bicycle
    scheme
    or
    the
    opportunity
    to
    lease
    a
    bicycle.
  • The
    opportunity
    to
    use
    55
    hours
    of
    babysitting
    service
    per
    calendar
    year,
    if
    your
    child
    is
    12
    years
    old
    or
    younger.
  • A
    flexible
    budget,
    which
    you
    can
    use
    to
    make
    choices
    in
    flexible
    benefits,
    for
    example:
    purchasing
    extra
    leave
    days
    or
    financing
    a
    bicycle
    plan.
  • Six
    weeks
    of
    fully
    paid
    birth
    leave
    for
    traditional
    households
    and
    rainbow
    families.

B
e
t
h
e
t
r
u
e
y
o
u

Degree or equivalent with 3-5 years’ experience of CRM and contact center solutions, with
proved implementation experience gained within a contact center environment, software
vendor or business consultancy.
- Deep hands-on experience with modern cloud-based Contact Center platforms, Genesys
experience is a pré
- Proven experience advising and implementing core Contact Center capabilities, such as
Quality Management, Workforce Management, intelligent routing, IVR / self-service, and
agent desktop optimization
- Configuration and implementation experience across Contact Center technology stacks
- Demonstrated ability to translate Contact Center operational challenges into
technology-driven solutions
- Proven track record in participating in Customer Service system implementations or
workstreams, being part of cross-functional teams (IT, operations, CX, vendors) and guiding
clients through design, build, test, and rollout phases
- Strong understanding of Customer Service best practices and operating models, including
KPIs, service levels, customer journey design, workforce optimization, and continuous
improvement
- Analytical and structured problem-solving skills, with the ability to work with complex data,
operational metrics, and business requirements to drive measurable outcomes
- Experience working in complex enterprise environments, collaborating with ecosystem
partners across CRM, conversational AI, and cloud platforms to deliver integrated
end-to-end service solutions
- Flexibility and willingness to travel, combined with a client-first mindset and the confidence
to engage with stakeholders from operational leads up to senior management

(
W
)
h
e
r
e

You share your expertise with the 2,000 colleagues of
our Technology & Transformation department.
Within our teams, cooperation and personal
development are key. With over 7,500 people in 15
offices across the Netherlands, Deloitte is one of the
largest providers of professional services. Our work
areas are Audit & Assurance, Strategy, Risk &
Transaction Advisory, Support, Tax & Legal,
Technology & Transformation.
At Deloitte we work hybrid. This means that we
combine working at the office, at the client, and at
home.

C
o
n
n
e
c
t
y
o
u
r
f
u
t
u
r
e
t
o
D
e
l
o
i
t
t
e

We are curious to know more about you. To learn what makes you exceptional. Because at
Deloitte, we believe that our mutual differences add value to our client’s needs. Please
introduce yourself and apply for this great opportunity. We are pleased to offer you tips on
how to responsibily combine AI with your unique qualities, ensuring that 'your recruitment
process' truly represents you. Not sure if this vacancy is right for you? Please contact the
recruiter below.

A
p
p
l
i
c
a
t
i
o
n
p
r
o
c
e
s
s

We
are
looking
for
driven
professionals,
with
a
passion
for
their
profession
and
ambition
to
continue
to
develop
themselves.
By
means
of
the
steps
below
we
try
to
find
out
as
much
as
possible
about
you
and
your
knowledge
and
skills.
The
recruiter
will
guide
you
through
this
process.

Application process

We are looking for driven professionals, with a passion for their profession and ambition to continue to develop themselves. By means of the steps below we try to find out as much as possible about you and your knowledge and skills. The recruiter will guide you through this process.

  • Step 1: Preparation

    You can apply for our vacancies online or send us an open application. We will ask you to tell us a bit more about yourself, such as your name and address, for example, and information about your educational background. You can upload your CV and a motivation letter. We will send you confirmation when we have received all your details.

  • Step 2: Resume and motivation

    One of our recruiters will assess your details and determine whether you fit the profile of the vacancy you are applying for.

  • Step 3: The assessment

    When a recruiter sees enough of a match with your profile, we will ask you to complete an online assessment. By playing four online games, we can see which qualities and talents you possess and whether they align with the position you've applied for.

  • Step 4: The interview

    Depending on the scores of the career scan, you will be invited to a first interview with the recruiter. The first interview is conducted with a recruiter and someone from the team. We are curious about who you are, what you have done, and what your expectations are of a new job. We also give you more insight into what we are looking for, and what the responsibilities are that belong to the vacancy. If both you and Deloitte would like to talk further, we invite you for a follow-up interview. In this conversation, we dive deeper into the content. What is your talent and what skills do you master? You may receive a case study during one of the follow-up interviews.

  • Step 5: The offer

    When all conversations have been satisfactorily completed (for both parties), an offer will follow. The recruiter will draw up the contract for you which you will receive digitally.

Craig Robertson

Get in touch with Craig Robertson Experienced Recruiter Flex

S
t
a
r
t
y
o
u
r
a
p
p
l
i
c
a
t
i
o
n

Submit referral

D
i
d
n
o
t
f
i
n
d
w
h
a
t
y
o
u
w
e
r
e
l
o
o
k
i
n
g
f
o
r
?

Related vacancies
See more open positions at Deloitte