Service Strategy Manager, AI-Driven Consumer Transformation

Deloitte France; San Antonio (TX); On-site; USD 150,000 - 230,000; Full time

Job summary

Deloitte Digital’s Customer Strategy and Design practice seeks a Service Strategy Manager for Consumer clients in the US. You’ll lead engagements shaping service strategy across digital self-service, contact centers, and field service, driving AI-enabled solutions that improve loyalty and value.

Collaborating with business and technology leaders, you’ll translate challenges into roadmaps, oversee multi‑disciplinary teams, and manage client relationships to deliver measurable outcomes.

Qualifications

• 8+ years of experience delivering consulting engagements focused on service transformation.
• 6+ years of experience in the Consumer sector developing consumer journeys and operating models.
• Willingness to travel up to 30%.

Responsibilities

• Lead engagements that define service strategies across digital self-service, contact center, and/or field service
• Partner with client leaders to define and deliver AI-enabled service strategies
• Translate business challenges into structured service strategies, roadmaps, and business cases
• Oversee multi-disciplinary teams spanning strategy, technology, and operations to deliver transformation
• Manage client relationships, workshops, scopes, timelines, risks, and dependencies across workstreams

Skills

Leadership

Strategic thinking

Stakeholder management

AI awareness

Education

Bachelor's degree or higher in business/engineering

Job description

Deloitte Digital’s Customer Strategy and Design practice seeks a Service Strategy Manager for Consumer clients in the US. You’ll lead engagements shaping service strategy across digital self-service, contact centers, and field service, driving AI-enabled solutions that improve loyalty and value.

Collaborating with business and technology leaders, you’ll translate challenges into roadmaps, oversee multi‑disciplinary teams, and manage client relationships to deliver measurable outcomes.