AI-Driven Service Strategy Leader - Consumer

Deloitte France; Charlotte (NC); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte is seeking a Service Strategy Manager, Consumer, to lead engagements that shape service strategies across digital self-service, contact center, and field service for consumer clients.

You will collaborate with CX, digital, technology, and operations leaders to deliver AI-enabled strategies that improve customer loyalty and lifetime value, translating challenges into actionable roadmaps and business cases.

Qualifications

• 8+ years delivering consulting on service transformation
• 6+ years consumer experience strategy in retail or consumer products
• 6+ years in the Consumer sector with journeys and operating models
• 6+ years leading strategy engagements with transformation roadmaps
• 6+ years in technology strategy and delivery
• 1+ years using AI tools in daily work
• Ability to travel 30% on average
• Limited immigration sponsorship may be available

Responsibilities

• Lead engagements defining service strategies across digital self-service, contact center and field service
• Partner with CX, digital, technology and ops leaders to define AI-enabled service strategies
• Advise clients on loyalty, retention and lifetime value across omnichannel channels
• Translate challenges into structured strategies, roadmaps and business cases
• Align strategy to technology modernization priorities and data integration
• Collaborate with workshops to move from strategy to implementation
• Guide prioritization, dependencies and execution planning
• Build deployment plans for AI agents and automation
• Champion AI usage and modern ways of working
• Manage client relationships and risks across workstreams
• Lead multi-disciplinary teams across strategy, technology and operations
• Coordinate globally distributed delivery teams for knowledge transfer

Skills

Client leadership

AI strategy

Executive comms

Team leadership

Education

Bachelor's degree

Tools

CPQ platforms

Job description

Deloitte is seeking a Service Strategy Manager, Consumer, to lead engagements that shape service strategies across digital self-service, contact center, and field service for consumer clients.

You will collaborate with CX, digital, technology, and operations leaders to deliver AI-enabled strategies that improve customer loyalty and lifetime value, translating challenges into actionable roadmaps and business cases.