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 doAs 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 stakeholdersExperience leading engagements involving strategy, operations, and technology stakeholdersExperience 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 business models, including loyalty program design and seasonal demand planning
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $198-700 – $391,500.You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.#Customer_US#CSD_USDeloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.Recruiting tips
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Benefits:
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
Our purpose:
Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles's Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 366250 Job ID366250Strategy, Growth, and Transformation| Enterprise Strategy and GrowthSame job available in 43 locations
