Senior Service Strategy Leader—AI & Digital Transformation

Deloitte France; Denver (CO); On-site; USD 198,000 - 392,000; Full time

Benefits offered by this job

Annual incentive plan

Global delivery teams

Job summary

Deloitte is seeking a Service Strategy Senior Manager to lead high-impact engagements across digital self-service, contact center, and field service for Consumer clients. You will guide executive-level strategy and manage cross-functional teams to deliver measurable business impact.

Ideal candidates have extensive experience in service and AI-enabled transformation, with a track record in retail, consumer products, and direct-to-consumer models. Travel and client-facing leadership are required.

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation

Responsibilities

• Lead multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for Consumer clients.
• Partner with senior client stakeholders to define service strategies that address business and consumer needs.
• Advise clients on strategies to improve customer loyalty, retention, and lifetime value across channels.
• Translate business questions and data-driven insights into service strategies, AI-enabled visions, and transformation roadmaps.
• Direct AI use case identification, prioritization, and phased migration planning across initiatives.
• Connect service strategy to technology delivery by aligning business goals with platform requirements and data integration.
• Lead executive readouts, sessions, and deliverables while managing scope, timelines, and risks.
• Oversee multi-disciplinary, global delivery teams to ensure consistent delivery quality.

Skills

Executive storytelling

Stakeholder influence

Team leadership

AI-enabled workflows

Job description

Deloitte is seeking a Service Strategy Senior Manager to lead high-impact engagements across digital self-service, contact center, and field service for Consumer clients. You will guide executive-level strategy and manage cross-functional teams to deliver measurable business impact.

Ideal candidates have extensive experience in service and AI-enabled transformation, with a track record in retail, consumer products, and direct-to-consumer models. Travel and client-facing leadership are required.