Service Strategy and Design Manager, Healthcare and Public Sector (Customer Strategy & Design)

Company Description

In this age of disruption, organizations need to navigate the future with confidence. Deloitte Digital is a bold and innovative part of Deloitte, helping our client with all things customer. We help leading organizations shape their future and drive societal impact by connecting strategic thinking, deep human insights, innovation & design, and digital technologies, data, and AI.

Job Description

We are seeking an experienced Service Strategy and Design Manager, Healthcare and Public Sector for a permanent role in Deloitte Digital team at our Helsinki office.

You will work in the following areas

• Customer Insights: Identify customer needs and pain points, translate them to actionable insights and customer segments.
• Customer and Service Strategy: Define customer, service, and channel strategies and development roadmaps to enhance customer experience and impact of services.
• Service Design: Ideate, design, test, and implement new and innovative service concepts, customer journeys, and user experiences.
• Digital Strategy and Design: Explore technological opportunities and develop future digital and AI-enabled public services.
• Business Design and Operating Model Transformation: Design customer-centric operating models, service processes, and foster customer-centric culture transformation, and develop business cases to ensure cost-effectiveness of the design decisions. 

Roles and Key Responsibilities 

• Offering Development: Lead the development of Customer Strategy & Design offerings, methodologies, and establish thought leadership in customer strategy and service design for healthcare and public sector.
• Business Development: Build client relationships, lead sales teams, craft market propositions and shape proposals to client needs.
• Project Delivery: Manage project teams and deliver impactful client projects.
• People Development: Coach and support junior colleagues.

What Do We Offer 

• An ambitious team of management consultants, strategists, designers, and technical experts.
• Access to a global network of 470,000+ professionals in 150 countries, and leading healthcare and public sector industry expertise.
• Opportunity to work with some of the largest social and healthcare and public sector organizations in projects that can make a real impact that matters in society.
• A flat hierarchy with delegated responsibility and growth opportunities.
• Tailored coaching for career development and growth.
• Flexibility of a hybrid work environment, allowing you to balance work and personal commitments in a way that suits you best.

Qualifications

• 7+ years of relevant experience (e.g., top-tier management consulting or in-house role related to customer strategy, CX, or design).
• Master’s degree in a relevant field (Design, Business Administration, Economics, STEM) with excellent academic performance.
• Excellent written and spoken communication skills in Finnish and English. Swedish, Norwegian and/or Danish proficiency is a plus.
• Strong experience in strategy work, service development, business design, and operating model development with executive-level decision-makers.
• Strong experience in public and/or private healthcare sector, and passion to work with public social and healthcare and other public sector clients in future.
• Proficiency in applying design thinking and human-centric approaches to problem-solving.
• Experience in project management.
• Some experience in offering and go-to-market development and sales.
• Understanding of how new digital technologies can elevate the customer experience.
• Strong networking skills and ability to influence and inspire stakeholders at all organizational levels.
• Results-oriented, proactive, entrepreneurial, and collaborative mindset.
• Analytical and creative problem-solving skills.

Additional Information

We are looking forward to your application!

🕒 When: Apply now or by Sunday, 2nd of August at the latest. Please note that we may proceed with the recruitment process and interviews already during the application period, however there might be delays in the process due to upcoming holiday season.

👉 How: Please submit your application through our recruitment system. Be sure to include your CV and cover letter. In your cover letter, please tell us what interests you about the role, about your relevant project experience and what kind of colleague you would be.

📩 Questions about the role or recruitment process: You can read more about us and our recruitment pro