Consultant (Customer Experience Design) - Customer Strategy & Design - Hong Kong

About the Business

Deloitte's Customer & Marketing practice is looking for a Customer Experience Designer who brings together design thinking, customer insight, and business acumen to help clients reimagine how they serve their customers. At the Consultant level, you will work alongside strategy, technology, and client teams to shape end-to-end customer experiences — from defining the problem to designing and validating solutions that create measurable value.

This is a role for someone who is intellectually curious, detail-oriented, and energised by ambiguity and complexity. You don't need to have all the answers, but you should be driven to find them.

Work you'll do

• Partner with clients to understand business objectives, customer needs, and organisational constraints — connecting the dots between strategy, operations, and experience


• Design and facilitate CX workshops, co-creation sessions, and research activities to surface insights and align stakeholders around a shared vision


• Develop journey maps, service blueprints, personas, and experience frameworks that communicate findings clearly and drive decision-making


• Translate insights into tangible concepts — wireframes, prototypes, or service flows — that can be tested, iterated, and brought to life


• Support client advisory engagements, contributing structured thinking and clear recommendations to senior stakeholders


• Work collaboratively in agile, cross-functional teams with strategists, business analysts, engineers, and client leads


• Bring a sharp eye for detail to every output — whether it's a stakeholder presentation, a journey map, or a design prototype

During your tenure with us, you will demonstrate and develop your leadership and professional capabilities in the following areas: Inspiring, Creating purpose, Driving agility, Building diverse capability, Influencing, Collaborating, Delivering value, Building the business, Analytical acumen, Effective communication, Engagement management/delivery excellence, Managing change, Managing quality & risk, Strategic thinking and problem solving, and Tech savviness.

#LI-JT

We are looking for someone with

• 3–6 years of experience in customer experience design, service design, or a related discipline — consulting or agency background preferred


• Exposure to business analysis, requirements definition, or process design is a strong advantage


• Experience engaging with clients or senior stakeholders, with the ability to present ideas clearly and handle pushback with confidence


• Familiarity with design and research methods (journey mapping, usability testing, prototyping) and the judgment to apply them appropriately


• Comfort working in ambiguous, fast-moving environments where priorities shift and problems aren't always well-defined


• A portfolio or examples of work that demonstrate end-to-end thinking — not just visual craft, but problem framing, insight generation, and measurable outcomes

Who You Are

You are the kind of person who notices what others miss and asks questions others don't think to ask. You take pride in the quality of your work, you're not afraid of a challenge, and you actively seek opportunities to grow. You understand that great customer experiences are as much about business strategy and organisational change as they are about design — and you're motivated by work that sits at that intersection.

A degree in design, business, human-computer interaction, or a related field is welcomed but not required. What matters most is how you think and what you bring to the team.

Shape your future through impact that matters

For more than 100 years of history, Deloitte witnessed also had the honor to be part of the economic boom in China by providing industry-leading audit & assurance, consulting, risk advisory, financial advisory, tax & business advisory services to nearly 90% of the Fortune Global 500 Chinese companies and thousands of private companies. Deloitte China today carries on our centenary professionalism and strives to become the undisputed leader in professional services in China with strong responsibility and capabilities in digitalization and multidisciplinary services.

Deloitte has been named China's Top Employer since 2006, Universum's Most Attractive Employer in China since 2008, and the Best Workplaces in Greater China since 2019.

All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte China or by their external third-party provider.

Accessibility assistance

If you need assistance or an accommodation during the recruitment  process for accessibility reasons, there will be an opportunity for you to let us know what you need once you begin your application.

Ready to take on new challenges? Apply now!

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