Customer Experience Analyst Job in Hyderabad at Deloitte

Deloitte is hiring for the role of Customer Experience Analyst!

Responsibilities of the Candidate:

• Lead and coordinate team initiatives, monitoring and reporting on progress to ensure successful execution and continuous improvement.
• Stay current with national and member firm mobility policies, carrier offerings, and industry changes. Lead discussions on policy updates and best practices, ensuring adherence and compliance.
• Apply strong awareness of MDM, business, and consumer mobility objectives to help maintain a world-class mobility program.
• Build positive relationships and effective partnerships with internal teams, vendors, and customers. Serve as a subject matter expert during audit calls and key operational activities.
• Evaluate new tool features, automation enhancements, and production changes through rigorous testing; communicate actionable feedback for continuous improvement.
• Identify manual processes suitable for automation, leveraging AI/ML solutions and analytics platforms to increase operational efficiency and reduce administrative costs.
• Maintain productive vendor relationships, address operational challenges, log and track service requests, and assist in KPI/SLA monitoring and process documentation.
• Keep the team informed about competitive offerings and industry trends, identifying opportunities for improvement and innovation.
• Manage ServiceNow ticket escalations, assignment, and resolution across the team, ensuring prompt and effective Tier 1 mobility support.
• Coordinate and review knowledge documents, vendor terms, and program policies to maintain accuracy, transparency, and relevance.
• Maintain accurate procurement, billing, and asset records; support audit preparation and reporting; ensure on-time and thorough execution of all audit-related activities.
• Deploy, configure, and support a range of devices using UEM tools; ensure inventory accuracy and manage onboarding, offboarding, and recycling processes.
• Support pilot programs and adoption of emerging technologies such as 5G, AR/VR, and GenAI through setup, testing, and feedback collection.
• Participate in dashboard reviews, team meetings, and stakeholder communications. Share knowledge, embrace learning opportunities, and remain agile in adapting to new tools and protocols.

Requirements:

• Bachelor’s degree (B.Com, B.Sc., B. Tech, or related field), or 2–3 years of equivalent business experience in a service or corporate environment; MBA is an advantage.