Brand and Client Experience Officer (m/f)

at  Deloitte

YOUR FUTURE TEAM:

Our Quality & Excellence team is in charge of conducting the Deloitte Luxembourg’s Voice of Client program to monitor client experience across service lines (audit, tax and consulting) and recommend adequate actions to the Firm’s Leadership.
Our team collaborates with several departments (Marketing & Communications, Clients & Industries, innovation, Human Resources, etc.) and also supports the Firm’s quality culture via internal performance assessments and communications.
We are currently looking for a Quality and Client Experience Officer to strengthen our team.

This position offers a variety of assignments:

• Participating in our Voice of Clients program’s implementation over a selection of Deloitte Luxembourg’s major clients
• Supporting the design and deployment of satisfaction assessments (surveys, focus groups) about internal and external services
• Analyzing quantitative and qualitative data to identify trends, strengths and potential areas of improvements
• Promoting the Corporate Quality culture through internal communications (e.g., writing articles, planning events)
• Suggesting continuous improvements for our processes and deliverables
• Sharing team tasks and responsibilities (trend analyses, KPIs, overview files)

The recruitment process includes a one-hour business case (short analysis report and presentation, no specific preparation needed).