Services Strategy Senior Manager - Consumer

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


* Ch...