Services Strategy Manager - Healthcare

About the role

The Service Strategy Manager is a client-facing consulting leader who delivers service strategy engagements for Health Care clients. This role combines service strategy, AI and technology fluency, consulting execution, and Health Care commercial knowledge to help clients improve patient/member, provider, 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.

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.

Recruiting for this role ends on November 15, 2026.

Responsibilities

• Leading engagements that define service strategies across digital self-service, contact center, and/or field service customer experiences for Health Care clients
• Partnering with client patient/member experience, digital, technology, and customer operations leaders to define and deliver AI-enabled service strategies that meet patient, member, provider, and business needs and drive measurable outcomes
• Advise clients on strategies to improve patient and member experience, satisfaction, and retention across contact center, care navigation, and digital self-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, clinical, 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