About The Business
Customer & Marketing, better known to our clients as Deloitte Digital, makes connections like no other with people, ideas, technology, society, our clients and their future. Here, the transformation journey starts and ends with the customer: in first understanding people's real lives and then shaping our clients' future to deliver around them.
This is a part of Deloitte that uses technology and creativity to better connect the customer with the business.
We, at Deloitte Digital, use emergent technology to imagine, deliver, and run entirely new business futures.
We create innovative ventures, digital platforms, and more meaningful experiences.
Our team combines talents across strategy, design, innovation, and brand (Imagine) with data, insight, e-commerce, automation, and platform integration (Deliver) with marketing, advertising, content, and optimization (Run) to connect businesses to their futures in a way no traditional consultancy or agency can.
Work you'll do
Lead the development of standardized, design-led communication playbooks that unify customer touchpoints across the entire lifecycle. Collaborate with client business units (BUs) and internal customer service &design team to transform fragmented practices into scalable guidelines. Drive systemic improvements by integrating AI-assisted tools and multilingual solutions while advocating for centralized governance to accelerate execution.
Key Responsibilities
Analysis & Synthesis
Audit decentralized communication materials across marketing, brand, and CX teams to identify best practices and workflow gaps.
Map customer lifecycle touchpoints (onboarding, engagement milestones) using segmented scenarios (demographics, product types).
Diagnose approval bottlenecks and role ambiguities through cross-functional workshops.
Playbook Development
Co-create guidelines with client BUs for:
Automated workflows (e.g., account setup, data validation).
Simplified legal/compliance documentation.
Product comparison frameworks (e.g., protection vs. investment).
Reuse existing brand assets to ensure consistency and reduce development time.
Integrate multilingual requirements into scalable templates.
UX/UI & System Innovation
Design intuitive templates for playbook implementation, prioritizing accessibility and user-centric navigation.
Advance AI-assisted tools for content audit and legacy system modernization.
Ensure designs support automated high-impact communications (e.g., payment reminders).
Collaboration & Advocacy
Partner with legal and product teams to align guidelines with regulatory needs.
Present data-driven playbook strategies to senior stakeholders to secure buy-in.
Champion centralized governance models to streamline multi-level approvals.
Outcome
Deliver a unified playbook and template ecosystem that eliminates content fragmentation, reduces approval cycles, and elevates customer-centricity through compliant, design-driven communications.
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.
We are looking for someone with
Cross-Functional Leadership: Proven ability to collaborate with client BUs and internal teams (legal, localization, product).
Systems Thinking: Expertise in workflow analysis, lifecycle management, and legacy platform constraints.
UX/UI Design: Portfolio demonstrating template design for multilingual/accessible content.
Influence & Presentation: Mastery in storytelling to drive organizational change.
Technical Agility: Experience with AI content tools and compliance-driven design.
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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