Services Strategy Manager – Consumer

Position Summary Position Summary 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. Recruiting for this role ends on November 15, 2026 Work you'll do 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 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 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 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 engageme