Healthcare Service Strategy Leader: AI-Driven Transformation

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

Job summary

Deloitte France is seeking a Service Strategy Manager for Healthcare to lead client engagements that shape service strategies across digital self-service, contact centers, and field services. You will work with clinical, technology, and operations leaders to design AI-enabled strategies aligning with patient and provider needs and measurable outcomes.

You will guide cross-functional teams, manage complex delivery across time zones, and contribute to proposals and coaching to grow the practice.

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy.
• 6+ years of experience conducting patient/member experience strategy or operational transformation engagements for provider and health plan clients.
• 6+ years of experience in the Health Care sector, including developing patient/member journeys and service delivery operating models.
• 6+ years of experience leading strategy engagements, diagnosing current state gaps, and defining roadmaps and business cases.
• 6+ years of experience in technology strategy and delivery, including AI use case prioritization, platform assessments, architecture design, and implementation planning.
• 1+ years of experience using artificial intelligence tools in day-to-day workflow.
• Ability to travel 30%, on average, based on the work and clients served.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and/or field service experiences for Health Care clients.
• Partner with client leaders to define and deliver AI-enabled service strategies meeting patient, member, provider, and business needs.
• Advise clients on strategies to improve patient and member experience, satisfaction, and retention across channels.
• Translate business challenges into structured service strategies, roadmaps, and business cases.
• Connect service strategy to technology delivery with architecture, AI orchestration, platform requirements, and data integration.
• Collaborate with business, clinical, and technology stakeholders through workshops and working sessions.
• Guide teams in prioritization, trade-offs, dependencies, and execution planning.
• Build phased deployment plans for AI agents and automation, sequencing by value and readiness.
• Champion use of AI-enabled tools and modern ways of working to accelerate delivery.
• Manage client relationships, scope, timelines, risks, and dependencies across workstreams.
• Lead and develop multi-disciplinary teams to deliver integrated service transformation solutions.
• Oversee global delivery with Deloitte USI and ADMX resources to ensure quality and knowledge transfer.
• Support practice growth through proposals, shaping solutions, and coaching teams.
• Advocate for service strategy with clients and internally.

Skills

Service transformation

Contact center modernization

Field service optimization

Digital self-service

Patient experience

Healthcare industry

Strategy engagements

Tech strategy

AI tools

Travel willingness

Job description

Deloitte France is seeking a Service Strategy Manager for Healthcare to lead client engagements that shape service strategies across digital self-service, contact centers, and field services. You will work with clinical, technology, and operations leaders to design AI-enabled strategies aligning with patient and provider needs and measurable outcomes.

You will guide cross-functional teams, manage complex delivery across time zones, and contribute to proposals and coaching to grow the practice.