Senior Service Strategy & AI Transformation Lead

Deloitte France; San Diego (CA); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte is seeking a Service Strategy Senior Manager - Consumer to lead high-impact service transformation engagements across digital self-service, contact center, and field service. You will guide executive stakeholders, align business and technology teams, and drive AI-enabled strategies with measurable business outcomes.

Ideal candidates bring deep service strategy and AI/tech transformation fluency, strong leadership, and experience across omnichannel retail, e-commerce, and

Qualifications

• 10+ years leading service transformation engagements including contact center, field service, and/or digital self-service strategy.
• 8+ years in consumer experience strategy for retail or consumer products clients.
• 8+ years in consumer sector knowledge: journeys across stores, e-commerce, direct-to-consumer.
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams.
• Experience with roadmap creation, business cases, prioritization, and phased deployments.

Responsibilities

• Lead multiple engagements defining service transformation strategies across digital self-service, contact center, and field service for Consumer clients.
• Partner with senior client stakeholders to define strategies addressing business and consumer needs and drive measurable outcomes.
• Translate questions and data-driven insights into service strategies, AI visions, and transformation roadmaps.
• Direct prioritization, migration planning, and execution across a portfolio of initiatives.
• Oversee global delivery teams across time zones to ensure quality and knowledge transfer.
• Own commercial success including margin, forecasting, and financial management.

Job description

Deloitte is seeking a Service Strategy Senior Manager - Consumer to lead high-impact service transformation engagements across digital self-service, contact center, and field service. You will guide executive stakeholders, align business and technology teams, and drive AI-enabled strategies with measurable business outcomes.

Ideal candidates bring deep service strategy and AI/tech transformation fluency, strong leadership, and experience across omnichannel retail, e-commerce, and