Healthcare Service Strategy Lead: AI & Transformation

Deloitte France; Jacksonville (FL); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte is seeking a Service Strategy Manager - Healthcare to lead engagements that shape service strategies for Health Care clients, leveraging AI-enabled approaches and cross-functional collaboration to deliver measurable outcomes. You will guide client workshops, manage delivery with executive stakeholders, and drive adoption across strategy, technology, and operations teams.

The role emphasizes strong leadership, stakeholder engagement, and the ability to translate complex problems into

Qualifications

• 8+ years delivering consulting engagements focused on service transformation (contact center, field service, or digital self-service).
• 6+ years in health care service operations or patient/member experience strategy engagements.
• 6+ years in health care sector with patient journeys and service delivery operating models.
• 6+ years leading strategy engagements with transformation roadmaps and business cases.
• 6+ years in technology strategy, architecture design, and implementation planning.
• 1+ year using AI tools in day-to-day workflows.
• Willingness to travel ~30% on average and possible immigration sponsorship.

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and field service.
• Partner with executives to deliver AI-enabled service strategies meeting patient, member, provider, and business needs.
• Advise on improving patient and member experience, satisfaction, and retention across channels.
• Translate challenges into structured service strategies, roadmaps, and business cases.
• Align strategy with technology delivery, architecture, and data integration requirements.
• Collaborate with cross-functional stakeholders in workshops to move from strategy to implementation.
• Guide prioritization, trade-offs, and execution planning for rapid delivery.
• Build phased deployment plans for AI agents and automation, sequencing by value and readiness.
• Champion modern AI tools and workflows to accelerate strategy development and business cases.
• Manage client relationships, scope, timelines, risks, and dependencies across workstreams.
• Lead and develop multi-disciplinary teams across strategy, technology, and operations.
• Coordinate global delivery with Deloitte USI and ADMX resources for consistent quality.
• Support practice growth through proposals, solution shaping, and team coaching.
• Advocate for the service strategy role with clients and teams.

Skills

Consulting experience

Health care industry experience

Strategy engagements leadership

Technology strategy & delivery

AI in day-to-day workflow

Travel readiness

Immigration sponsorship awareness

Job description

Deloitte is seeking a Service Strategy Manager - Healthcare to lead engagements that shape service strategies for Health Care clients, leveraging AI-enabled approaches and cross-functional collaboration to deliver measurable outcomes. You will guide client workshops, manage delivery with executive stakeholders, and drive adoption across strategy, technology, and operations teams.

The role emphasizes strong leadership, stakeholder engagement, and the ability to translate complex problems into