Consumer Service Strategy & AI Transformation Lead

Deloitte France; Austin (TX); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte is seeking a Service Strategy Senior Manager for Consumer to lead and deliver high-impact engagements across digital self-service, contact center, and field service. You will guide executives, align business and technology leaders, and drive AI-enabled strategy and transformations with measurable business impact.

You will oversee multi-disciplinary teams, manage scope and timelines, and contribute to business development and thought leadership across Deloitte’s USI and ADMX delivery

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation (contact center modernization, field service optimization, digital self-service).
• 8+ years leading consumer experience strategy or operational transformation for retail/CPG clients.
• 8+ years in Consumer sector including developing consumer journeys and operating models (stores, e-commerce, DTC).
• 8+ years leading strategy engagements: diagnosing gaps, defining roadmaps and business cases.
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams; prototypes or solutions using AI are a plus.

Responsibilities

• Lead multiple engagements defining service transformation strategies for Consumer clients across digital self-service, contact center, and field service channels.
• Partner with senior client stakeholders to define strategies addressing business and consumer needs and drive measurable outcomes.
• Advise on strategies to improve loyalty, retention, and lifetime value across channels.

Skills

Leadership

Strategic thinking

Executive communication

Cross-functional collaboration

AI adoption

Data fluency

Travel flexibility

Job description

Deloitte is seeking a Service Strategy Senior Manager for Consumer to lead and deliver high-impact engagements across digital self-service, contact center, and field service. You will guide executives, align business and technology leaders, and drive AI-enabled strategy and transformations with measurable business impact.

You will oversee multi-disciplinary teams, manage scope and timelines, and contribute to business development and thought leadership across Deloitte’s USI and ADMX delivery