Senior Service Strategy Leader: AI & Digital Transformation

Deloitte France; Indianapolis (IN); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte seeks a Service Strategy Senior Manager for Consumer clients to lead engagements across digital self-service, contact center, and field service. You will blend service strategy with AI-enabled transformation, guiding executives and cross-functional teams to deliver measurable business impact.

You will drive roadmaps, support business development, and oversee multi-disciplinary delivery across global teams, balancing scope, timelines and costs while ensuring client value and sustained

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 and consumer products operating models for environments such as stores, e-commerce platforms, and direct-to-consumer channels
• 8+ years of experience leading strategy engagements including diagnosing current state gaps and pain points, identifying priority opportunities and value drivers, and defining transformation 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, including personal projects, is a strong plus
• 8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment, AI use case prioritization, engineering build roadmap development, and implementation planning
• Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Responsibilities

• Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for Consumer clients, including omnichannel retail, e-commerce, and direct-to-consumer service channels
• Partnering with senior client stakeholders to define service strategies that address business and consumer needs and drive measurable outcomes
• Advising clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channels
• Translating business questions and data-driven insights into service strategies, executive recommendations, AI-enabled technology visions, and transformation roadmaps
• Directing the identification, prioritization, and phased migration planning of AI use cases, balancing business value, technical complexity, and organizational readiness across a portfolio of initiatives
• Connecting service strategy to technology delivery by aligning business goals and customer needs with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy
• Leading working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs
• Guiding multiple teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarity
• Identifying and mobilizing the right people, skillsets, and resources from across Deloitte to support client engagements
• Overseeing multi-disciplinary, global delivery teams spanning strategy, technology, and operations skillsets, including Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zones
• Owning the commercial success of engagements, including margin performance, forecasting, and ongoing financial management
• Championing AI-enabled tools and modern ways of working across teams to accelerate current state synthesis, future state strategy development, and business case creation
• Driving practice growth by leading business development activities, including proposal development, solution shaping, and thought leadership
• Championing and advocate for the role of service strategy both with clients and while coaching and developing teams

Skills

Executive storytelling

Client relationship management

Strategy leadership

AI-enabled transformation

Business development

Cross-functional leadership

Ambiguity tolerance

Time and scope management

Job description

Deloitte seeks a Service Strategy Senior Manager for Consumer clients to lead engagements across digital self-service, contact center, and field service. You will blend service strategy with AI-enabled transformation, guiding executives and cross-functional teams to deliver measurable business impact.

You will drive roadmaps, support business development, and oversee multi-disciplinary delivery across global teams, balancing scope, timelines and costs while ensuring client value and sustained