AI-Driven Service Strategy Senior Manager

Deloitte France; New York (NY); On-site; USD 198,000 - 700,000; Full time

Job summary

Deloitte's Service Strategy Senior Manager – Consumer is a client-facing consulting leader responsible for delivering high-impact service strategy engagements across digital self-service, contact center, and field service domains for Consumer clients. This role blends deep service strategy and AI-enabled transformation with consulting leadership and consumer commercial acumen.

You will guide business and technology leaders to translate strategies into measurable business impact, drive delivery

Qualifications

• 10+ years leading service transformation consulting engagements.
• 8+ years consumer experience strategy in retail or consumer products.
• 8+ years in the Consumer sector, with journeys and operating models.
• 8+ years leading strategy engagements with roadmaps and business cases.
• 2+ years establishing AI-enabled workflows; prototyping AI is a plus.
• 8+ years collaborating with technology strategy and delivery teams.
• Ability to travel 50% on average.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead multiple engagements defining service transformation strategies.
• Partner with senior stakeholders to define strategies and outcomes.
• Advise on loyalty, retention, and lifetime value across channels.
• Translate questions and data insights into AI-enabled visions and roadmaps.
• Plan AI use cases balancing value, complexity, and readiness.
• Align business goals with technology delivery and data strategy.
• Lead executive readouts and manage scope, timelines, risks.
• Drive delivery planning and resource allocation.
• Mobilize Deloitte teams across USI and ADMX for delivery.
• Own commercial success including margin forecasting.
• Champion AI tools and modern ways of working.
• Support business development and thought leadership.
• Advocate for the service strategy role with clients and teams.

Skills

Client-facing leadership

Strategic consulting

AI-enabled strategy

Cross-functional leadership

Executive communication

Global delivery management

Job description

Deloitte's Service Strategy Senior Manager – Consumer is a client-facing consulting leader responsible for delivering high-impact service strategy engagements across digital self-service, contact center, and field service domains for Consumer clients. This role blends deep service strategy and AI-enabled transformation with consulting leadership and consumer commercial acumen.

You will guide business and technology leaders to translate strategies into measurable business impact, drive delivery