Service Strategy Senior Manager - Telecom, Media & Entertainment
About the role
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 Telecom, Media & Entertainment (TME) clients. This role combines deep service strategy and technology transformation expertise with strong AI and digital fluency, consulting leadership, and TME commercial acumen, including familiarity with streaming, broadband/telecom, and/or media distribution 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.
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.
Responsibilities
- Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for TME clients, including subscriber care, technical support, and content service channels
- Partnering with senior client stakeholders to define service strategies that address business and subscriber needs and drive measurable outcomes
- Advising clients on strategies to reduce subscriber churn and improve customer