Job Information
Deloitte Training & Change Management Lead - Federal Health in Grand Rapids, Michigan
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
Translate complex and ambiguous problems into clear and actionable strategies and solutions
Communicate effectively with clients and stakeholders, using storytelling and visualization techniques to convey project planning and related insights and recommendations
Facilitate meetings with internal and external teams, documenting, and tracking action items to completion as applicable
Collaborate with internal and external teams to develop, review, and submit deliverables
Track and report on the team's progress, identify and implement process improvements, and ensure functional solutions meet quality standards
Support efforts to conduct training needs assessments to identify skill gaps and training requirements for different user groups
Gather and document training requirements, ensuring alignment with business objectives and project goals
Develop and maintain detailed documentation, including training needs analysis reports, training plans, user manuals, and other training materials
Support the design and development of training curricula, materials, and resources, ensuring they meet the identified needs
The team
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
Qualifications
Required:
Bachelor's degree required
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Must be able to obtain and maintain the required clearance for this role
Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve
10+ years of Consulting experience or relevant industry experience
Experience developing training curricula, design and delivery, and crafting training documentation
Program management and/or project management experience
Experience supporting or leading operational transformation / change management operations
Usage of JIRA and/or Confluence
Preferred:
Experience modernizing client systems and processes
Experience leading the creation and implementation of product and/or client experience vision/roadmap
Experience transforming complex business challenges into scalable solutions
Comfort working in a fast paced, rapidly changing environment
Ability to communicate effectively internally and externally
Strong writing and deck building skills
Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.