Consumer Service Strategy & AI Transformation Lead

Deloitte France; United States; On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte is seeking a Service Strategy Senior Manager to lead client engagements in consumer service strategies across digital self-service, contact centers, and field service. The role combines strategy, technology transformation, and AI fluency to deliver measurable business value for retail and direct-to-consumer clients.

You will guide executive-level leadership, orchestrate multi-disciplinary teams across time zones, and drive profitable engagements with a strong emphasis on innovation and

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation, including client-facing engagements and digital self-service
• 8+ years of experience leading consumer experience strategy or operational transformation engagements for retail or consumer products clients
• 8+ years in the Consumer sector, including developing consumer journeys and operating models for stores, e-commerce, and direct-to-consumer channels
• 8+ years of experience leading strategy engagements including diagnosing current state gaps, prioritizing opportunities, and defining roadmaps and business cases
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI is a strong plus

Responsibilities

• Lead multiple engagements that define service transformation strategies across digital self-service, contact center, and field service for Consumer clients
• Partner with senior client stakeholders to define service strategies addressing business and consumer needs
• Advise clients on strategies to improve loyalty, retention, and lifetime value across omnichannel channels
• Translate business questions and data-driven insights into service strategies, AI visions, and transformation roadmaps

Skills

Leadership

Strategic thinking

AI adoption

Client relationship management

Cross-functional collaboration

Job description

Deloitte is seeking a Service Strategy Senior Manager to lead client engagements in consumer service strategies across digital self-service, contact centers, and field service. The role combines strategy, technology transformation, and AI fluency to deliver measurable business value for retail and direct-to-consumer clients.

You will guide executive-level leadership, orchestrate multi-disciplinary teams across time zones, and drive profitable engagements with a strong emphasis on innovation and