AI-Driven Service Strategy Manager

Deloitte France; Dallas (TX); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte Digital seeks a Service Strategy Manager, Consumer, to lead engagements across digital self-service, contact center, and field service experiences for Consumer clients, translating pain points into actionable transformation roadmaps.

You will partner with senior client leaders to define AI-enabled service strategies, guide technology alignment, and manage multi-disciplinary teams across time zones, delivering measurable business outcomes.

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy
• 6+ years of experience conducting consumer experience strategy or operational transformation engagements for retail or consumer products clients
• 6+ years of experience in the Consumer sector, including developing consumer journeys and retail and consumer products operating models for environments such as stores, e-commerce platforms, and direct-to-consumer channels
• 6+ years of experience leading strategy engagements including diagnosing current state gaps and pain points, identifying priority opportunities and value drivers, and defining transformation roadmaps and business cases
• 6+ years of experience in technology strategy and delivery, including collaborating with technology teams to deliver agentic AI use case prioritization, platform assessments, architecture design, and implementation planning
• 1+ years of experience using artificial intelligence tools in day-to-day workflow
• Ability to travel 30%, on average, based on the work you do and the clients and industries/sectors you serve.
• Limited immigration sponsorship may be available

Responsibilities

• Lead engagements that define service strategies across digital self-service and contact center for Consumer clients
• Partner with client leaders to define AI-enabled service strategies
• Advise on strategies to improve loyalty, retention, and lifetime value across channels
• Translate business and operational challenges into structured service strategies, prioritized initiatives, roadmaps, and business cases
• Connect service strategy to technology delivery by aligning strategic intent with architecture and data strategy
• Collaborate with business and technology stakeholders through client workshops to move from strategy to implementation
• Guide teams in prioritization, trade-off decisions, dependency management, and execution planning
• Build phased deployment and migration plans for AI agent and automation solutions
• Champion usage of AI-enabled tools and modern ways of working to accelerate outcomes
• Manage client relationships, scope, timelines, risks, and dependencies across workstreams
• Lead and develop multi-disciplinary teams across strategy, technology, and operations

Skills

Executive leadership

Structured problem solving

Strategic planning

Client relationship management

Communication skills

Project management

Travel readiness

AI experience

Education

Bachelor's Degree

Advanced degree preferred

Tools

SAP CPQ

SAP Hybris CPQ

Python

UI5

Job description

Deloitte Digital seeks a Service Strategy Manager, Consumer, to lead engagements across digital self-service, contact center, and field service experiences for Consumer clients, translating pain points into actionable transformation roadmaps.

You will partner with senior client leaders to define AI-enabled service strategies, guide technology alignment, and manage multi-disciplinary teams across time zones, delivering measurable business outcomes.