Senior Manager, Service Strategy & AI Transformation

Deloitte France; Hartford (CT); On-site; USD 180,000 - 400,000; Full time

Job summary

Deloitte's Customer Strategy and Design practice seeks a Service Strategy Senior Manager for Consumer clients. You will lead service transformations across digital self- service, contact center, and field service, blending AI-enabled technology with strategic insight to deliver measurable business impact.

You will guide executive stakeholders, manage cross-functional teams, and drive practice growth through business development and thought leadership.

Qualifications

• 10+ years of experience in service transformation and consumer experience consulting.
• Experience leading strategy engagements with multi-disciplinary teams.
• Experience driving AI adoption and ROI across client engagements.
• Proven ability to develop proposals, solutions, and new client opportunities.
• Strong executive storytelling and stakeholder management.
• Willingness to travel 50% on average.

Responsibilities

• Lead engagements to define service transformations across digital self-service, contact center, and field service for Consumer clients.
• Partner with senior client stakeholders to define and deliver measurable outcomes.
• Translate business questions and data insights into service strategies, AI visions, and roadmaps.

Skills

Executive storytelling

Stakeholder influence

Team leadership

Business development

Ambiguity framing

AI-enabled workflows

Strategic thinking

Job description

Deloitte's Customer Strategy and Design practice seeks a Service Strategy Senior Manager for Consumer clients. You will lead service transformations across digital self- service, contact center, and field service, blending AI-enabled technology with strategic insight to deliver measurable business impact.

You will guide executive stakeholders, manage cross-functional teams, and drive practice growth through business development and thought leadership.