Manager - Customer Strategy & Design

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.

Key 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 & Capability Building

• Contribute to the development of Customer Strategy & Design offerings, methodologies, and assets
• Leverage global Deloitte Digital leading practices to enhance local delivery and innovation
• Build sector and capability depth in Customer Strategy & Design

Ways of Working & Leadership Expectations

• Operate effectively in ambiguous, fast-paced environments, applying structured thinking and sound judgement
• Demonstrate strong client presence, communication, and storytelling skills to influence decision-making
• Collaborate across multidisciplinary teams (strategy, design, data, technology) to deliver integrated solutions
• Act as a role model for Deloitte values, contributing to a strong internal culture and brand

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

Experience

• Minimum 5–7 years' experience in consulting or client-facing environments, with strong focus on Customer Strategy, Customer Experience, or Digital Transformation
• Proven experience leading end-to-end project workstreams or engagements in a consulting context
• Demonstrated expertise in customer strategy, segmentation, proposition design, experience design, or digital-enabled transformation
• Experience working in multi-disciplinary teams (strategy, design, data, technology) to deliver integrated solutions
• Proven ability to engage with clients independently, including facilitating workshops and managing relationships
• Experience within a tier-one professional services firm or equivalent strategy/digital consulting environment preferred

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
• Strong client delivery focus with proven ability to manage workstreams independently

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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To help you look out for potential recruitment scams, here are some Red Flags:

• Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks, job training, or supplies.
• Requests for Personal Information: Be wary if you are asked for sensitive personal information, especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g., government issued numbers or identity documents, passports or passport numbers, bank account statements or numbers, parent’s data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process.
• Unprofessional Communication: Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand.

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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.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neurodivergent individuals bring, and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations in relation to your disability and neurodiverse needs during the recruitment process, please let us know. We are happy to make adjustments to suit your individual needs.