Service Strategy Lead: Consumer AI & CX Transformation

Deloitte France; Jacksonville (FL); On-site; USD 183,000 - 322,000; Full time

Job summary

Deloitte's Service Strategy practice seeks a seasoned Service Strategy Manager for consumer client engagements. You will shape service strategies, drive cross‑functional execution, and align strategy with technology modernization and AI-enabled solutions.

The role includes leading workshops, managing scope, and guiding teams across strategy, technology, and operations to deliver measurable outcomes. You will collaborate with client leaders to translate business needs into actionable roadmaps,

Qualifications

• 5+ years of relevant consulting or industry experience
• 2+ years with CPQ or related tech
• Bachelor's Degree, advanced degree preferred
• Ability to travel up to 50%
• Limited immigration sponsorship may be available

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and/or field service experiences
• Partner with CX, digital, technology leaders to define AI-enabled service strategies
• Advise clients on strategies to improve loyalty, retention, and lifetime value across channels
• Translate challenges into structured service strategies, roadmaps, and business cases
• Guide teams in prioritization, trade-offs, and planning for delivery
• Build deployment plans for AI agent and automation solutions with phased rollout

Education

Bachelor's Degree

Job description

Deloitte's Service Strategy practice seeks a seasoned Service Strategy Manager for consumer client engagements. You will shape service strategies, drive cross‑functional execution, and align strategy with technology modernization and AI-enabled solutions.

The role includes leading workshops, managing scope, and guiding teams across strategy, technology, and operations to deliver measurable outcomes. You will collaborate with client leaders to translate business needs into actionable roadmaps,