Consumer Service Strategy Lead - AI & Transformation

Deloitte France; Cleveland (OH); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte seeks a Service Strategy Senior Manager for Consumer to lead client-facing engagements across digital self-service, contact center, and field service domains. You will guide executive-level decisions, align business and technology goals, and drive measurable outcomes through AI-enabled transformation programs.

Ideal candidates bring deep expertise in service strategy, AI, and consumer retail know-how, with strong leadership across global delivery teams and a track record of selling and

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy
• 8+ years of experience leading consumer experience strategy or operational transformation engagements (e.g., contact center, field service, or customer care operations) for retail or consumer products clients
• 8+ 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
• 8+ 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
• 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI, including personal projects, is a strong plus
• 8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment, AI use case prioritization, engineering build roadmap development, and implementation planning

Responsibilities

• Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for Consumer clients
• Partnering with senior client stakeholders to define service strategies that address business and consumer needs and drive measurable outcomes
• Advising clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channels

Skills

Consulting leadership

CX strategy

Strategy development

AI adoption

Tech strategy

Cross-functional leadership

Business development

Job description

Deloitte seeks a Service Strategy Senior Manager for Consumer to lead client-facing engagements across digital self-service, contact center, and field service domains. You will guide executive-level decisions, align business and technology goals, and drive measurable outcomes through AI-enabled transformation programs.

Ideal candidates bring deep expertise in service strategy, AI, and consumer retail know-how, with strong leadership across global delivery teams and a track record of selling and