Job Type:Permanent
Work Model:Remote
Reference code:132271
Primary Location:Toronto, ON
All Available Locations:Toronto, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

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.

What will your typical day look like?

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 withstakeholders to drive corrective actions and resolve improvement items.
• Collaborate with service owners, product managers, customer experience teams, andglobal business stakeholders to align insights with business needs and strategic priorities.
• Support data quality and governance practices to ensure the reliability, consistency, andaccuracy of reporting and analytics.
• Maintain knowledge artifacts, dashboards and surveys, and necessary documentation tosupport ongoing services, product optimization and continuous improvement

About 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.

Enough about us, let's talk about you

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 & productsperformance reporting within a corporate environment.
• Experience defining metrics and collaborating on measurement strategies to supportservices 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 andtrend analysis to support operational decisions
• Excellent communication and presentation skills, with experience tailoring messages forvaried audiences.
• High attention to detail, strong organizational skills, and ability to manage multiple prioritiesin a fast-paced environment.

Preferred

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

Total Rewards

The salary range for this position is $69,000 - $114,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.

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