Senior Service Strategy Leader, Consumer & AI

Deloitte France; Philadelphia (Philadelphia County); Vor Ort; USD 198.000 - 392.000; Vollzeit

Zusammenfassung

Deloitte is seeking a Service Strategy Senior Manager to lead client engagements across digital self-service, contact center, and field service for Consumer clients. You will shape service strategies at executive levels, guide cross-functional teams, and ensure measurable business impact.

You will drive AI-enabled transformation, manage multi-disciplinary teams across geographies, and own the commercial success of engagements while contributing to business development and thought leadership.

Qualifikationen

• 10+ years of leadership in service transformation consulting (e.g., contact center, field service, digital self-service).
• 8+ years of consumer experience strategy/operational transformation in retail or consumer products.
• 2+ years establishing AI-enabled workflows and driving AI adoption.
• Ability to travel ~50% on average.
• Limited immigration sponsorship may be available.

Aufgaben

• Lead 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 and drive measurable outcomes.
• Advise on strategies to improve customer loyalty, retention, and lifetime value across omnichannel channels.
• Translate business questions and data insights into service strategies, executive recommendations, and AI/technology roadmaps.
• Direct AI use-case identification, prioritization, and migration planning across a portfolio of initiatives.
• Coordinate strategy with technology delivery via architecture, data strategy, and platform requirements.
• Lead sessions, executive readouts, and deliverables while managing scope, timelines, risks, and client needs.
• Guide teams in prioritization and execution planning to drive delivery with speed and clarity.
• Mobilize the right people and resources across Deloitte to support engagements.

Kenntnisse

Leadership

Consulting engagements

Service transformation

Executive storytelling

Stakeholder influence

Team leadership

AI-enabled workflows

Business development

Tools

AI tools

Jobbeschreibung

Deloitte is seeking a Service Strategy Senior Manager to lead client engagements across digital self-service, contact center, and field service for Consumer clients. You will shape service strategies at executive levels, guide cross-functional teams, and ensure measurable business impact.

You will drive AI-enabled transformation, manage multi-disciplinary teams across geographies, and own the commercial success of engagements while contributing to business development and thought leadership.