Service Strategy Senior Manager, Consumer AI & Transformation

Deloitte France; United States; On-site; USD 198,000 - 392,000; Full time

Job summary

Deloitte seeks a Service Strategy Senior Manager – Consumer to lead high-impact engagements across digital self-service, contact center, and field service for Consumer clients. You will set service strategy at executive level and guide cross-functional teams, translating insights into actionable roadmaps.

You will oversee global delivery teams, manage margins, champion AI-enabled tools, and drive business development in omnichannel retail and direct-to-consumer contexts.

Qualifications

• 10+ years leading consulting engagements focused on service transformation.
• 8+ years in consumer experience strategy for retail/CPG clients.
• Experience with AI adoption and transformation roadmaps.
• Ability to travel ~50% and manage multinational delivery teams.

Responsibilities

• Lead multiple engagements defining service strategies across digital self-service, contact center and field service for Consumer clients.
• Partner with senior stakeholders to align business goals with AI-enabled technology visions.
• Oversee global delivery teams ensuring quality and knowledge transfer across time zones.
• Own commercial success including margin forecasting and financial management.

Skills

Consulting leadership

Service transformation

AI-enabled workflows

Executive-level stakeholder management

Cross-functional leadership

Job description

Deloitte seeks a Service Strategy Senior Manager – Consumer to lead high-impact engagements across digital self-service, contact center, and field service for Consumer clients. You will set service strategy at executive level and guide cross-functional teams, translating insights into actionable roadmaps.

You will oversee global delivery teams, manage margins, champion AI-enabled tools, and drive business development in omnichannel retail and direct-to-consumer contexts.