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Position Summary

The Service Strategy Senior Manager is a client-facing consulting leader responsible for delivering high-impact service strategy engagements across digital self-service, contact center, and/or field service domains for Consumer clients. This role combines deep service strategy and technology transformation expertise with strong AI and digital fluency, consulting leadership, and Consumer commercial acumen, including familiarity with retail, consumer products, and direct-to-consumer business models.

This role is ideal for someone who is equally comfortable setting service strategy at the executive level and leading cross-functional teams. You will guide and align business and technology leaders to ensure strategies translate into real, measurable business impact.

Recruiting for this role ends on November 15, 2026

Work you'll do

As a Service Strategy Senior Manager - Consumer, you will be responsible for:

+ Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for Consumer clients, including omnichannel retail, e-commerce, and direct-to-consumer service channels

+ Partnering with senior client stakeholders to define service strategies that address business and consumer needs and drive measurable outcomes

+ Advising clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channels

+ Translating business questions and data-driven insights into service strategies, executive recommendations, AI-enabled technology visions, and transformation roadmaps

+ Directing the identification, prioritization, and phased migration planning of AI use cases, balancing business value, technical complexity, and organizational readiness across a portfolio of initiatives

+ Connecting service strategy to technology delivery by aligning business goals and customer needs with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy

+ Leading working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs

+ Guiding multiple teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarity

+ Identifying and mobilizing the right people, skillsets, and resources from across Deloitte to support client engagements

+ Overseeing multi-disciplinary, global delivery teams spanning strategy, technology, and operations skillsets, including Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zones

+ Owning the commercial success of engagements, including margin performance, forecasting, and ongoing financial management

+ Championing AI-enabled tools and modern ways of working across teams to accelerate current state synthesis, future state strategy development, and business case creation

+ Driving practice growth by leading business development activities, including proposal development, solution shaping, and thought leadership

+ Championing and advocate for the role of service strategy both with clients and while coaching and developing teams

A successful candidate would possess these skills:

+ Ability to lead through ambiguity, from framing complex business problems to strategy definition, implementation planning, and execution

+ Deep fluency in service and AI-enabled technology transformation practices, with the judgment to balance business value, operational impact, and technical feasibility across a portfolio of initiatives

+ Experience guiding roadmap creation, business case development, prioritization, and phased deployment planning across multiple workstreams or teams

+ Demonstrated success leading business development efforts, including developing proposals, shaping solutions, and generating new client opportunities

+ Strong executive storytelling, stakeholder influence, and team leadership

+ Experience developing, owning, and managing senior client relationships

+ High agency, with a strong sense of ownership and accountability for outcomes

+ Genuine curiosity and a habit of continuous learning, staying current on new tools, methodologies, and business trends

The Team

Deloitte's Customer Strategy and Design practice is the strategic and experiential hub of Deloitte Digital. We excel in customer experience, marketing strategy, commercial transformation, and innovation/design, offering insights to navigate disruption and shape client agendas. Our team includes business strategists, operations experts, designers, and technologists focused on customer-centered solutions. We specialize in customer segmentation, go-to-market strategy, channel optimization, service design, UX design, and customer analytics. Join us to drive impactful customer experiences and market success.

Qualifications

Required:

+ 10+ years of experience leading and delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy

+ 8+ years of experience leading consumer experience strategy or operational transformation engagements (e.g., contact center, field service, or customer care operations) for retail or consumer products clients

+ 8+ years of experience in the Consumer sector, including developing consumer journeys and retail and consumer products operating models for environments such as stores, e-commerce platforms, and direct-to-consumer channels

+ 8+ years of experience leading strategy engagements including diagnosing current state gaps and pain points, identifying priority opportunities and value drivers, and defining transformation roadmaps and business cases

+ 2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI, including personal projects, is a strong plus

+ 8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment, AI use case prioritization, engineering build roadmap development, and implementation planning

+ Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.

+ Limited immigration sponsorship may be available

Preferred:

+ Experience presenting recommendations to executive stakeholders

+ Experience leading engagements involving strategy, operations, and technology stakeholders

+ Experience using data, analytics, or artificial intelligence tools in consulting delivery

+ Experience working with technology and operations teams to translate strategy into roadmaps and tactical delivery plans

+ Experience supporting proposal development, solution shaping, or practice growth activities

+ Experience leading or developing teams in consulting or professional services environments

+ Experience with omnichannel retail, e-commerce, or direct-to-consumer...

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