Senior Service Strategy Lead - AI-Driven Transformation

Deloitte France; Jacksonville (FL); On-site; USD 180,000 - 320,000; Full time

Job summary

Deloitte's Customer Strategy and Design practice seeks a Service Strategy Senior Manager for Consumer engagements. You will lead high-impact service transformations across digital self-service, contact center, and field service, guiding executive stakeholders and cross-functional teams to outcomes that matter for clients.

You will shape AI-enabled strategies and roadmaps, manage multi-disciplinary teams across time zones, and contribute to business development through proposals and thought

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 operating models for stores, e-commerce platforms, and direct-to-consumer channels.
• 8+ years of experience leading strategy engagements with transforming roadmaps and business cases.
• 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI is a plus.
• 8+ years of experience with technology strategy and delivery teams, including AI use case prioritization and implementation planning.
• Ability to travel 50%, based on work and clients; limited immigration sponsorship may be available.

Responsibilities

• Lead multiple engagements defining service transformations across digital self-service, contact center, and field service for Consumer clients.
• Partner with senior client stakeholders to define service strategies meeting business and consumer needs.
• Advise on strategies to improve loyalty, retention, and lifetime value across omnichannel channels.
• Translate business questions and data insights into service strategies, executive recommendations, AI visions, and roadmaps.
• Direct AI use case identification, prioritization, and migration planning across portfolios of initiatives.
• Align business goals with technology delivery and data integration strategy.
• Lead sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs.
• Guide teams in prioritization and execution planning to drive delivery with speed and clarity.
• Mobilize resources across Deloitte to support client engagements.
• Oversee global delivery teams spanning strategy, technology, and operations to ensure quality and knowledge transfer.
• Own commercial success of engagements, including margins and forecasting; champion AI-enabled tools and modern ways of working.
• Drive practice growth through proposals, solution shaping, and thought leadership.
• Advocate for the role of service strategy with clients and in coaching teams.

Skills

Executive storytelling

Stakeholder influence

Team leadership

AI-enabled transformation

Service strategy

Cross-functional leadership

Job description

Deloitte's Customer Strategy and Design practice seeks a Service Strategy Senior Manager for Consumer engagements. You will lead high-impact service transformations across digital self-service, contact center, and field service, guiding executive stakeholders and cross-functional teams to outcomes that matter for clients.

You will shape AI-enabled strategies and roadmaps, manage multi-disciplinary teams across time zones, and contribute to business development through proposals and thought