Head of Service Planning

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.
As a Service Strategy Manager- Consumer, you will be responsible for:
Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for Consumer clientsPartnering 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 outcomesAdvise clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channelsTranslating business and operational challenges into structured service strategies, prioritized initiatives, implementation roadmaps, and supporting business casesConnecting 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 strategyPartnering closely with business and technology stakeholders through client workshops and frequent working sessions to move from strategy to implementation and adoptionGuiding teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarityBuild phased deployment and migration plans for AI agent and automation solutions, sequencing rollout by business value, technical complexity, and organizational readinessUnderstanding 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 usageManaging client relationships, facilitating working sessions, and overseeing scope, timelines, risks, and dependencies across service strategy workstreamsLeading and developing multi-disciplinary teams spanning strategy, technology, and operations skillsets to deliver integrated service transformation solutionsManaging 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 zonesSupporting practice growth through proposals, solution shaping, workplans, and team coachingChampioning and advocating for the role of service strategy both with clients and while coaching and developing teams
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 leadersStructured problem-solving practices to align business value, technology feasibility, and operational impact throughout executionExperience overseeing prioritization workshops, roadmap creation, business case development, and phased deployment planningStrong executive storytelling and team leadershipConfidence leading client meetings, engaging directly with executive-level stakeholders, and serving as the primary day-to-day contact for client stakeholdersAbility to manage contractual execution, including tracking deliverables against firm deadlines, identifying risks early, mitigating where possible and escalating with discernment
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.
8+ years of experience delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy6+ 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 clients6+ 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 channels6+ 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 cases6+ 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 planning1+ years of experience using artificial intelligence tools in day-to-day workflowAbility 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
Experience presenting recommendations and deliverables to executive stakeholdersExperience managing engagements involving multiple stakeholder groups across business and technology functionsExperience using data, analytics, and artificial intelligence-enabled tools in consulting, strategy, or product deliveryExperience working with business and technology teams to translate service strategies into implementation plansExperience supporting proposals, solution shaping, or workplan developmentExperience coaching or developing cross-functional teams including practitioners with strategy, operations, and/or technology skillsetsExperience with omnichannel retail, e-commerce, or direct-to-consumer business models, including loyalty program design and seasonal demand planning
Deloitte Digital offers services that enable client solutions using digital technologies, including the Web, Mobile, Social Networking, Digital Strategy, Digital Content and Digital ERP.  The Digital Web team works with clients to advise, design, implement and deploy CPQ solutions.  Our CPQ capabilities provide our clients with robust solutions to drive sales and enable channel partners and end-customers with a low or no-touch Configure, Price, Quote capability that removes friction in the Quote-To-Order and Lead-To-Cash processes.
You have gazed into the future of our clients' businesses, and you see a clear path to success. You understand what it takes to make complex SAP CPQ solutions happen, and you'll have a firm hand on the controls every step of the way.
Act as a lead on client projects and for junior staff.Help define business requirements and process design (including scenario design and flow mapping).Create functional designs, prototyping test planning and execution, training coordination, and documentation of operational support procedures.Help clients define forward-looking business strategies related to digital transformations.
Ability to work independently and collaborate as part of a teamEffective written and verbal communication skillsMeticulous attention to detail and quality of work productAbility to build and sustain professional relationshipsAbility to lead projects or workstreamsAbility to manage and prioritize multiple tasks in a fast-paced and dynamic environmentStrong interpersonal skills and professional demeanorAbility to meet deadlinesAbility to provide clear guidance to others
Deloitte's Advertising, Marketing & Commerce team creates content and experiences that inspire action. We design and implement technology platforms for personalized marketing across all digital touchpoints, specializing in customer-centric B2B and B2C solutions. Our in-house agency engages customers throughout their journey, working on projects like AdTech, MarTech, campaign automation, CRM, and lead-to-loyalty orchestration. Join us to drive impactful customer interactions and business growth.
5+ years of relevant consulting or industry experience2+ of experience working with a major CPQ technology vendor solution preferably SAP Callidus CPQ or SAP Hybris CPQBachelor's Degree, advanced degree preferredAbility to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you serveLimited immigration sponsorship may be available
Proven experience building CPQ and lead-to-cash solutionGood understanding of Quote-To-Order and Lead-To-Cash processesGood understanding of product structures (made to stock, made to order), configurations, product pricing and quote managementHands on experience with CPQ configuration including organization, market, currency, simple and configurable products, attributes, compatibility rules, pricing, quote design, proposal documents and scripting extensionsExperience with software development and scripting technologies. Python, .net, UI5 framework and SQLAn understanding of information architecture related to sales, dealer or customer experience and usability design techniques
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; and other business and organizational needs. 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.

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