Overview In this role you will lead high-impact service transformation engagements for telecom, media, and entertainment clients, spanning digital self-service, contact center, and field service. You'll align business and technology leaders to translate strategies into measurable outcomes and guide AI-enabled transformation roadmaps. You'll work across cross-functional teams, driving business development, and champion modern ways of working. This position offers the chance to shape service strategies at executive levels and impact large-scale customer experiences in the TME space.
Responsibilities- Lead multiple engagements defining service transformation strategies across digital self-service, contact center, and field service for TME clients
- Partner with senior stakeholders to define service strategies addressing business and subscriber needs and produce measurable outcomes
- Advise on strategies to reduce churn and improve customer lifetime value across streaming, broadband, and media service channels
- Translate business questions and data-driven insights into service strategies, AI visions, and transformation roadmaps
- Prioritize and plan phased AI use cases balancing value, complexity, and readiness across initiatives
- Align business goals with technology delivery including target state architecture and data integration strategy
- Lead workshops, executive readouts, and deliverables while managing scope, timelines, risks, and dependencies
- Guide cross-team prioritization, trade-offs, dependencies, and execution planning for speed and clarity
- Mobilize the right people and resources from across Deloitte for client engagements
- Oversee global delivery teams to ensure consistent delivery quality and knowledge transfer across time zones
- Own the commercial success of engagements including margin management and forecasting
- Champion AI-enabled tools and modern ways of working to accelerate synthesis and business case creation
- Drive practice growth through proposals, solution shaping, and thought leadership
- Advocate for the role of service strategy with clients and in team development
Key requirements- 10+ years of consulting engagements in service transformation (contact center, field service, digital self-service)
- 8+ years in subscriber experience strategy or operational transformation for technology, media, and entertainment clients
- 8+ years in the TME sector, including streaming, telecom, and media operating models
- 8+ years in strategy engagements involving current state assessment, opportunity identification, and transformation roadmaps
- 2+ years establishing AI-enabled workflows and driving AI adoption (prototype or solution experience is a plus)
- 8+ years collaborating with technology strategy and delivery teams (architecture assessment, AI use case prioritization, roadmap development)
- Ability to travel about 50%
- Limited immigration sponsorship may be available
- Executive storytelling and stakeholder influence
- Team leadership and collaboration
- Ownership mindset and accountability
- AI-enabled transformation
- Data-driven decision making
- Architecture assessment and target state design
