Senior Service Strategy Leader – Consumer

Deloitte France; St. Louis (MO); On-site; USD 198,000 - 392,000; Full time

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. The role blends service strategy with AI-enabled transformation, requiring executive presence and cross-functional leadership.

You will guide business and technology leaders, translate insights into strategic roadmaps, and oversee multi-disciplinary teams across time zones to deliver measurable business impact.

Qualifications

• 10+ years of experience leading and delivering consulting engagements focused on service transformation
• 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
• 8+ years of experience leading strategy engagements including diagnosing current state gaps and pain points
• 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients
• 8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment and AI use case prioritization
• Ability to travel 50%, on average, based on the work you do and the clients 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 field service for Consumer clients
• 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 across a portfolio of initiatives
• Connecting service strategy to technology delivery by aligning business goals with technology modernization priorities
• 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
• Identifying and mobilizing the right people, skillsets, and resources from across Deloitte to support client engagements
• Overseeing multi-disciplinary global delivery teams to ensure consistent delivery quality and knowledge transfer
• Owning the commercial success of engagements, including margin performance and forecasting
• Championing AI-enabled tools and modern ways of working across teams
• Driving practice growth by leading business development activities
• Championing and advocating for the role of service strategy with clients and teams

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. The role blends service strategy with AI-enabled transformation, requiring executive presence and cross-functional leadership.

You will guide business and technology leaders, translate insights into strategic roadmaps, and oversee multi-disciplinary teams across time zones to deliver measurable business impact.