Senior Service Strategy & AI Transformation Lead

Deloitte France; Seattle (WA); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte’s Customer Strategy and Design practice in the United States seeks a Service Strategy Senior Manager for Consumer engagements. You will lead multi-disciplinary teams, shape service strategy at executive levels, and drive AI-enabled transformation across digital self service, contact centers, and field service for retail and direct-to-consumer models.

Ideal candidates bring extensive consulting background, deep consumer industry knowledge, and strong executive storytelling to influence

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation
• 8+ years leading consumer experience strategy or operational transformation engagements for retail or consumer products clients
• 8+ years in Consumer sector developing consumer journeys and operating models for stores, e-commerce, and direct-to-consumer channels
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams
• Experience aligning strategy with technology delivery and roadmap development

Responsibilities

• Lead multiple engagements defining service transformation strategies for Consumer clients
• Partner with senior stakeholders to define service strategies addressing business needs
• Advise on strategies to improve loyalty, retention, and lifetime value
• Translate business questions and data into executive recommendations and AI-enabled roadmaps
• Oversee multi-disciplinary delivery teams across time zones to ensure quality

Skills

Executive storytelling

Leadership

AI-enabled strategy

Consumer experience

Education

10+ years consulting experience in service transformation

Tools

AI/ML tooling

Job description

Deloitte’s Customer Strategy and Design practice in the United States seeks a Service Strategy Senior Manager for Consumer engagements. You will lead multi-disciplinary teams, shape service strategy at executive levels, and drive AI-enabled transformation across digital self service, contact centers, and field service for retail and direct-to-consumer models.

Ideal candidates bring extensive consulting background, deep consumer industry knowledge, and strong executive storytelling to influence