Senior Service Strategy Leader - Consumer & AI

Deloitte France

Kansas City (MO)

On-site

USD 198,000 - 392,000

Full time

6 days ago

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Job summary

Deloitte France seeks a Service Strategy Senior Manager to lead client engagements across digital self-service, contact center, and field service for consumer clients. You will define service strategies, translate data-driven insights into executive recommendations, and guide AI-enabled transformation roadmaps while managing multi-disciplinary teams.

Ideal candidates drive outcomes, manage budgets, and grow the practice with proposal development and thought leadership.

Qualifications

10+ years leading and delivering service transformation engagements.
8+ years in consumer experience strategy or operational transformation for retail/CP clients.
8+ years in the Consumer sector with omnichannel/r e-commerce knowledge.
2+ years establishing AI-enabled workflows and AI adoption across teams.
Experience with architecture assessment and delivery planning in tech projects.
Ability to travel ~50% and sponsorship constraints may apply.

Responsibilities

Lead multiple engagements defining service transformation strategies for Consumer clients.
Partner with senior stakeholders to define strategies and measurable outcomes.
Advise on loyalty, retention, and lifetime value across channels.
Translate business questions into AI-enabled strategies and roadmaps.
Direct AI use case prioritization and migration planning across initiatives.
Align business needs with technology delivery and data strategy.
Lead executive readouts, manage scope, risks, and timelines.
Mobilize resources across Deloitte USI and ADMX for delivery.
Own engagement profitability, forecasting, and financial management.
Drive business development, solution shaping, and thought leadership.