Customer Communication Management Consultant

As a Customer Communication Management (CCM) Consultant at Deloitte, you will help organizations design and implement modern communication platforms that connect enterprise systems with the people they serve. You will work at the intersection of business processes, customer experience, and enterprise technology-designing the communication backbone of global organizations. Your work will span communication strategy, platform implementation, and enterprise integration, ensuring organizations can deliver meaningful, scalable customer communications across all channels.

Your responsibilities will include:

• Analyze current communication processes and identify inefficiencies across document generation, approval, and distribution
• Design scalable communication architectures and strategies across multiple channels (print, email, digital, portals)
• Implement Customer Communication Management (CCM) solutions and enterprise output management platforms
• Integrate communication platforms with SAP and other enterprise systems
• Design templates, dynamic content structures, and communication workflows
• Configure high-volume communication solutions (invoices, statements, confirmations, regulatory communications)
• Enable multi-channel delivery and optimize customer communication experiences
• Facilitate workshops with business stakeholders and IT teams to translate communication needs into technical solutions
• Guide organizations toward modern communication strategies and best practices
• Collaborate with cross-functional teams to deliver integrated solutions, * Flexible work arrangements for all and initiatives supported by Parents & Caregivers @Deloitte
• Wellbeing tips and activities powered by Energise@Deloitte
• Topped off with other health benefits and insurance opportunities

Empowering our employees with flexible work arrangements remains essential in today's reality:

• Hybrid workplace: combination of home office and on-site (+10 offices in Belgium or client's premises).
• Part-time employment: all our jobs are open to full-time or part-time work under a 90% or 80% regime.

• Bachelor's degree in Computer Science, IT, Business Administration, Communications, or related field
• 2+ years of experience in customer communication, output management, document automation, or CCM platforms
• Experience with enterprise communication systems, document generation, or workflow automation.
• Strong understanding of multi-channel communication strategies (print, email, digital, portals)
• Excellent communication and interpersonal skills; ability to work with business and technical stakeholders
• Strong problem-solving and analytical capabilities with results-oriented mindset
• Ability to translate business communication needs into scalable technical solutions
• Fluency in Dutch or French required. Fluency in both is a big advantage; English proficiency essential.
• Eligible to work in Belgium (valid work permit, EU citizenship, or equivalent authorization required)

Valued Experience

• Hands-on experience with CCM platforms (e.g., Adobe Experience Manager, OpenText, Quadient, or similar solutions)
• Experience with SAP output management or enterprise integration
• Background in CRM systems or customer data analytics
• Experience in regulated industries (finance, healthcare, insurance)
• Familiarity with document templates, dynamic content, or workflow design
• Exposure to agile methodologies and modern communication technologies

We value consultants who want to design solutions, influence architecture, and work closely with customers to build meaningful communication experiences. You thrive in dynamic, client-facing environments, enjoy solving complex business problems, and are passionate about customer experience. We welcome applications from candidates with diverse backgrounds-if you have foundational knowledge in customer communication or document management and are eager to grow your expertise in modern CCM platforms, we'd like to hear from you.

Deloitte drives progress. Our firms around the world help our clients become market leaders wherever they compete. Deloitte invests in outstanding people with diverse talents and backgrounds, empowering them to achieve more than they can elsewhere. Our work combines consulting with action and integrity. We believe that when our clients and society are stronger, so are we.