Consumer Service Strategy Lead - AI-Driven Transformation

Deloitte France; Nashville (TN); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte Digital in Nashville seeks a Service Strategy Manager, Consumer to lead engagements shaping service strategies across digital self-service, contact centers, and field service for Consumer clients. You will work with CX, technology, and operations leaders to drive measurable outcomes and adoption of AI-enabled solutions.

The role requires coordinating across strategy, technology, and operations to translate strategy into actionable roadmaps, with a focus on customer loyalty, retention,

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation
• 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 operating models
• 6+ years of experience leading strategy engagements and defining transformation roadmaps
• 6+ years of experience in technology strategy and delivery including AI use case prioritization and architecture design
• 1+ years of experience using artificial intelligence tools in day‑to‑day workflow
• Ability to travel 30%, on average
• Limited immigration sponsorship may be available

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and field service for Consumer clients
• Partner with client leaders to define and deliver AI-enabled service strategies
• Advise clients on strategies to improve loyalty, retention, and lifetime value across omnichannel channels
• Translate business challenges into structured service strategies, roadmaps and business cases
• Align strategy with technology delivery including architecture and data strategy
• Collaborate with stakeholders through workshops to move from strategy to implementation
• Guide teams in prioritization and execution planning
• Build deployment plans for AI agents and automation
• Champion AI tools and modern ways of working
• Manage client relationships and delivery scope across workstreams
• Lead and develop multi-disciplinary teams
• Coordinate global delivery with USI and ADMX resources
• Support practice growth through proposals and coaching
• Advocate for service strategy within clients and teams

Skills

Client relationship management

Leadership

Project management

Communication

Strategic thinking

Travel readiness

Education

Bachelor's Degree

Advanced degree preferred

Tools

CPQ (SAP Callidus)

CPQ (SAP Hybris)

CPQ configuration

Python

.NET

UI5 framework

SQL

Job description

Deloitte Digital in Nashville seeks a Service Strategy Manager, Consumer to lead engagements shaping service strategies across digital self-service, contact centers, and field service for Consumer clients. You will work with CX, technology, and operations leaders to drive measurable outcomes and adoption of AI-enabled solutions.

The role requires coordinating across strategy, technology, and operations to translate strategy into actionable roadmaps, with a focus on customer loyalty, retention,