Service Optimization & Customer Insights Analyst

Reference Code 3553

Country:

US Locations: USA - Hermitage; USA - Nashville; USA - Tampa

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next generation, cutting edge products and services that deliver outstanding value and that are global in vision and scope? Work with premier thought leaders in your field. Work for a world-class organization that provides exceptional career experience with an inclusive and collaborative culture. Want to make an impact that matters? Consider Deloitte Global.

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

The team

The Service Excellence (SE) team is part of Deloitte Technology Global (DT Global) and plays a critical role in improving services, products and solutions quality, operational performance, and customer experience across Deloitte Technology. We partner closely with service owners, product teams, and Global business stakeholders to deliver data-driven insights for operational excellence and drive continuous improvement.

Work you'll do:

The Service Optimization & Customer Insights Analyst is responsible for collecting, analyzing, and interpreting qualitative and quantitative data to assess services and products performance, customer sentiment, and operational effectiveness. This role helps advance transparency, reliability, and customer experience by building insights, reporting trends, and identifying opportunities for overall DT services and products optimization.

• Track and monitor SLAs, KPIs, and performance metrics for the list of services and products listed in our Deloitte Technology services portfolio 
• Conduct deep‑dive analyses using structured and unstructured data sources—including surveys, operational metrics, and customer feedback—to support data‑driven decision‑making.
• Contribute to the maturation of Service Level Management (SLM) practices and ensure alignment with service delivery expectations and performance measurement standards.
• Analyze and interpret qualitative and quantitative data to identify trends, performance gaps, root causes, and improvement opportunities, translating insights into actionable recommendations.
• Partner with the Data Analytics team and key stakeholders to maintain and enhance dashboards, automated reports, and visualizations (Power BI, Excel) that improve visibility into service performance and customer insights.
• Present complex findings through clear, concise visuals and narratives tailored for both technical and non‑technical audiences.
• Identify operational inefficiencies and customer experience pain points, collaborating with stakeholders to drive corrective actions and resolve improvement items.
• Collaborate with service owners, product managers, customer experience teams, and global business stakeholders to align insights with business needs and strategic priorities.
• Support data quality and governance practices to ensure the reliability, consistency, and accuracy of reporting and analytics.
• Maintain knowledge artifacts, dashboards and surveys, and necessary documentation to support ongoing services, product optimization and continuous improvement

The team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Qualifications

Required

• Bachelor’s degree in computer science, Business Administration, Data Analytics, Information Systems, or a related field.
• At least 2+ years of experience in data analysis, business analytics, services & products performance reporting within a corporate environment.
• Experience defining metrics and collaborating on measurement strategies to support services and products operational excellence.
• Experience with requirements gathering, data analysis and visualization tools (e.g., Excel, Power BI, SQL).
• Experience collaborating across cross‑functional teams in root-cause, identify patterns and trend analysis to support operational decisions
• Excellent communication and presentation skills, with experience tailoring messages for varied audiences.
• High attention to detail, strong organizational skills, and ability to manage multiple priorities in a fast‑paced environment.

Preferred

• Understanding of Service Level Management (SLM), service performance reporting, and IT Service Management concepts.
• Experience analyzing survey data (e.g., Qualtrics, SurveyMonkey) and conducting basic statistical analysis.
• Experience working with service desks or tools such as ServiceNow, especially in relation to SLA tracking and incident/problem analytics.
• Experience supporting or contributing to continuous improvement programs or service optimization initiatives.
• Familiarity with ServiceNow Performance Analytics (PA) including understanding of how PA collects, aggregates, and trends data to support performance measurement and forecasting — to effectively partner with ITSM/ServiceNow teams (no direct configuration required).
• Knowledge of business process mapping and basic workflow assessment.

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.

Recruiting for this role ends on .