Senior Service Strategy & AI Transformation Lead

Deloitte France; Nashville (TN); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte's Service Strategy Senior Manager for Consumer leads high-impact engagements across digital self-service, contact center, and field service, guiding executive-level strategy and cross-functional teams. The role blends service strategy, AI-enabled transformation, and consumer sector expertise to deliver measurable business outcomes across omnichannel retail and direct-to-consumer channels.

The position emphasizes leadership, client relationships, and development of future-state roadmaps,

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 for retail or consumer products clients
• 8+ years of experience in the Consumer sector, including developing consumer journeys and retail/CP operating models for stores, e-commerce, and direct-to-consumer channels
• 8+ years of experience leading strategy engagements, diagnosing gaps, identifying value drivers, and defining roadmaps and business cases
• 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams
• 8+ years of experience working with technology strategy and delivery teams, including AI use-case prioritization and implementation planning
• Ability to travel 50% on average
• Limited immigration sponsorship may be available

Responsibilities

• Lead multiple engagements that define service transformation strategies across digital self-serve, contact center, and field service for Consumer clients
• Partner with senior client stakeholders to define service strategies and drive measurable outcomes
• Advise clients on strategies to improve loyalty, retention, and lifetime value across channels
• Translate business questions and data insights into service strategies, executive recommendations, and AI-enabled roadmaps
• Direct the identification, prioritization, and phased migration planning of AI use cases
• Align business goals with technology delivery including architecture and data strategy
• Lead working sessions, executive readouts, and delivery across time zones
• Guide teams in prioritization and execution planning to drive fast, clear delivery
• Mobilize right people and resources from across Deloitte to support engagements
• Oversee global delivery teams to ensure quality and knowledge transfer
• Own the commercial success including margins, forecasting, and financial management
• Champion AI-enabled tools and modern ways of working across teams
• Drive practice growth through proposals, solutions, and thought leadership
• Champion the role of service strategy with clients and teams

Skills

Lead through ambiguity

Executive storytelling

Stakeholder influence

Team leadership

Business development

AI-enabled workflows

Travel willingness

Job description

Deloitte's Service Strategy Senior Manager for Consumer leads high-impact engagements across digital self-service, contact center, and field service, guiding executive-level strategy and cross-functional teams. The role blends service strategy, AI-enabled transformation, and consumer sector expertise to deliver measurable business outcomes across omnichannel retail and direct-to-consumer channels.

The position emphasizes leadership, client relationships, and development of future-state roadmaps,