Consumer Service Strategy Leader — AI & Transformation

Deloitte France; Miami (FL); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte France is seeking a Service Strategy Senior Manager to lead client-facing engagements across digital self-service, contact center, and field service for Consumer clients. You will guide executive teams, shape AI-enabled strategies, and drive transformation roadmaps that deliver measurable business impact.

The role requires leading cross-functional teams, managing scope and budgets, and delivering high-quality, scalable service transformations across omnichannel retail, e-commerce, and

Qualifications

• 10+ years leading and delivering consulting engagements focused on service transformation (contact center, field service, or self-service).
• 8+ years leading consumer experience strategy or operational transformation for retail/CPG clients.
• 8+ years in the Consumer sector with journeys and operating models for stores, e-commerce, and D2C channels.
• 8+ years guiding strategy engagements with transformation roadmaps and business cases.
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams.
• 8+ years with technology strategy and delivery teams including AI use-case prioritization and delivery planning.
• Ability to travel ~50%.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead multiple engagements defining service transformation strategies across digital self-service, contact center, and field service for Consumer clients.
• Partner with senior stakeholders to define strategies addressing business and consumer needs and drive outcomes.
• Advise on loyalty, retention and lifetime value across omnichannel channels.
• Translate business questions and data insights into executive recommendations and AI visions.
• Direct AI use-case prioritization and phased migration planning across initiatives.
• Align business goals with technology modernization priorities and data strategy.
• Lead executive readouts, manage scope, timelines, risks, and dependencies.
• Mobilize cross-functional teams and oversee global delivery quality.

Skills

Lead through ambiguity

Service & AI transformation

Roadmap development

Business development

Executive storytelling

Senior client relationships

Ownership & accountability

Curiosity & learning

Job description

Deloitte France is seeking a Service Strategy Senior Manager to lead client-facing engagements across digital self-service, contact center, and field service for Consumer clients. You will guide executive teams, shape AI-enabled strategies, and drive transformation roadmaps that deliver measurable business impact.

The role requires leading cross-functional teams, managing scope and budgets, and delivering high-quality, scalable service transformations across omnichannel retail, e-commerce, and