Service Strategy Manager Consumer

Service Strategy Manager- Consumer

The Service Strategy Manager, Consumer is a client-facing consulting leader who delivers service strategy engagements for Consumer clients. This role combines service strategy, AI and technology fluency, consulting execution, and Consumer commercial knowledge to help clients improve customer, employee, and business outcomes. The manager works across strategy and delivery to turn current state pain points and business needs into actionable service transformation solutions. This role is ideal for someone who is equally comfortable shaping a service strategy vision and driving cross-functional execution. You will work across strategy, technology, and operations to ensure strategies become real, measurable solutions for clients.

Work you'll do:

• Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for Consumer clients
• Partnering with client customer experience, digital, technology, and customer operations leaders to define and deliver AI-enabled service strategies that meet customer and business needs and drive measurable outcomes
• Advise clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channels
• Translating business and operational challenges into structured service strategies, prioritized initiatives, implementation roadmaps, and supporting business cases
• Connecting service strategy to technology delivery by aligning strategic intent with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy
• Partnering closely with business and technology stakeholders through client workshops and frequent working sessions to move from strategy to implementation and adoption
• Guiding teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarity
• Build phased deployment and migration plans for AI agent and automation solutions, sequencing rollout by business value, technical complexity, and organizational readiness
• Understanding which AI-enabled tools and modern ways of working can accelerate current state synthesis, future state strategy development, and business case creation, and championing their usage
• Managing client relationships, facilitating working sessions, and overseeing scope, timelines, risks, and dependencies across service strategy workstreams
• Leading and developing multi-disciplinary teams spanning strategy, technology, and operations skillsets to deliver integrated service transformation solutions
• Managing global, distributed delivery teams, including collaboration with Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zones
• Supporting practice growth through proposals, solution shaping, workplans, and team coaching
• Championing and advocating for the role of service strategy both with clients and while coaching and developing teams

A successful candidate should possess these skills:

• Ability to stretch from framing ambiguous business problems through roadmap definition, business case development, and implementation planning through close collaboration with relevant leaders, such as service operations, technology, design, product, engineering, and analytics leaders
• Structured problem-solving practices to align business value, technology feasibility, and operational impact throughout execution
• Experience overseeing prioritization workshops, roadmap creation, business case development, and phased deployment planning
• Strong executive storytelling and team leadership
• Confidence leading client meetings, engaging directly with executive-level stakeholders, and serving as the primary day-to-day contact for client stakeholders
• Ability to manage contractual execution, including tracking deliverables against firm deadlines, identifying risks early, mitigating where possible and escalating with discernment

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:

• 8+ years of experience delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy
• 6+ years of experience conducting consumer experience strategy or operational transformation engagements (e.g., contact center, field service, or customer care operations) for retail or consumer products clients
• 6+ 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
• 6+ 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
• 6+ years of experience in technology strategy and delivery, including collaborating with technology teams to deliver agentic AI use case prioritization, platform assessments, architecture design, and implementation planning
• 1+ years of experience using artificial intelligence tools in day-to-day workflow
• Ability to travel 30%, 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 and deliverables to executive stakeholders
• Experience managing engagements involving multiple stakeholder groups across business and technology functions
• Experience using data, analytics, and artificial intelligence-enabled tools in consulting, strategy, or product delivery
• Experience working with business and technology teams to translate service strategies into implementation plans
• Experience supporting proposals, solution shaping, or workplan development
• Experience coaching or developing cross-functional teams including practitioners with strategy, operations, and/or technology skillsets
• Experience with omnichannel retail, e-commerce, or direct-to-consumer business models, including loyalty program design and seasonal demand planning