Senior Service Strategy Leader, Consumer AI Transformation

Deloitte France; Dallas (TX); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte is seeking a Service Strategy Senior Manager for Consumer engagements to shape and lead service transformation programs across digital self-service, contact center, and field service domains. You will guide executive leaders, manage cross-functional teams, and drive measurable business impact through AI-enabled technology and innovative service design.

You will oversee multi-disciplinary teams across time zones, ensure client outcomes, and contribute to business development and thought

Qualifications

• 10+ years leading consulting engagements focused on service transformation, including contact center modernization and self-service strategy.
• 8+ years leading consumer experience strategy or operational transformation for retail or consumer products clients.
• 2+ years establishing AI-enabled workflows and driving AI adoption across teams and clients.

Responsibilities

• Lead multiple engagements defining service transformation strategies across digital self-service, contact center, and field service for Consumer clients.
• Partner with senior client stakeholders to define service strategies addressing business and consumer needs.
• Advise on strategies to improve customer loyalty, retention, and lifetime value across omnichannel channels.
• Translate business questions and data-driven insights into service strategies, AI visions, and transformation roadmaps.
• Direct identification, prioritization, and phased migration planning of AI use cases across a portfolio of initiatives.
• Align business goals with technology delivery and data integration strategies.
• Lead working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs.
• Guide teams in prioritization, trade-off decisions, and execution planning to drive delivery with speed and clarity.
• Identify and mobilize resources across Deloitte to support engagements.
• Oversee multi-disciplinary delivery teams across time zones to ensure consistent delivery quality.
• Own the commercial success of engagements including margin, forecasting, and financial management.
• Champion AI-enabled tools and modern ways of working to accelerate strategy development and business cases.

Skills

Service transformation

AI-enabled workflows

Executive stakeholder management

Consumer retail & CPG

Job description

Deloitte is seeking a Service Strategy Senior Manager for Consumer engagements to shape and lead service transformation programs across digital self-service, contact center, and field service domains. You will guide executive leaders, manage cross-functional teams, and drive measurable business impact through AI-enabled technology and innovative service design.

You will oversee multi-disciplinary teams across time zones, ensure client outcomes, and contribute to business development and thought