Senior Service Strategy Manager, AI-Driven Consumer

Deloitte France; Los Angeles (CA); On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte is seeking a Service Strategy Senior Manager for Consumer to lead high-impact engagements across digital self-service, contact center, and field service. You will guide executives, shape AI-enabled strategies, and drive multi-team delivery on complex programs.

The role requires deep service strategy and technology transformation expertise, strong consulting leadership, and a commercial mindset to manage margins and growth across global delivery teams.

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.
• 8+ years of experience in the Consumer sector, including developing consumer journeys and operating models for stores, e-commerce, and direct-to-consumer channels.
• 8+ years of experience leading strategy engagements with transformation roadmaps and business cases.
• 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; prototyping or personal projects is a strong plus.
• 8+ years of experience working with technology strategy and delivery teams, including AI use case prioritization and implementation planning.
• Ability to travel 50%, on average, based on the work and clients served.
• Limited immigration sponsorship may be available.

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 and measurable outcomes.
• Advise clients on strategies to improve loyalty, retention, and lifetime value across omnichannel channels.
• Translate business questions and data insights into service strategies, AI visions, and transformation roadmaps.
• Direct identification and phased migration planning of AI use cases balancing value, complexity, and readiness.
• Align business goals with technology delivery, data integration, and architecture priorities.

Skills

Executive storytelling

Stakeholder influence

Team leadership

AI-enabled transformation

Consulting leadership

Job description

Deloitte is seeking a Service Strategy Senior Manager for Consumer to lead high-impact engagements across digital self-service, contact center, and field service. You will guide executives, shape AI-enabled strategies, and drive multi-team delivery on complex programs.

The role requires deep service strategy and technology transformation expertise, strong consulting leadership, and a commercial mindset to manage margins and growth across global delivery teams.