Overview In this role you lead service-strategy engagements for Technology clients, combining strategy, AI fluency, and delivery to transform pain points into actionable solutions. You work across strategy, technology, and operations to ensure strategic concepts become measurable outcomes. You collaborate with cross-functional leaders to shape AI-enabled service strategies and drive adoption, with a focus on tangible business impact. This role offers the chance to influence client outcomes through integrated, forward-looking transformation.
Responsibilities- Lead service-strategy engagements across digital self-service, contact center, and field service experiences for Technology clients
- Define AI-enabled service strategies with cross-functional client teams to meet customer and business outcomes
- Advise on user adoption, retention, and lifetime value across SaaS, platform, and enterprise software channels
- Translate business and operational challenges into structured strategies, roadmaps, and business cases
- Align strategy with technology delivery, including target architecture, data integration, and AI orchestration design
- Facilitate client workshops and collaboration to move from strategy to implementation and adoption
- Guide teams on prioritization, dependencies, and execution planning for fast, clear delivery
- Develop phased deployment and migration plans for AI and automation solutions
- Identify appropriate AI tools and modern work methods to accelerate strategy development and business case creation
- Manage client relationships, scope, timelines, risks, and cross-workstream dependencies
- Lead and mentor multi-disciplinary teams across strategy, technology, and operations
- Support practice growth through proposals, solution shaping, and coaching
- Advocate for the service-strategy role with clients and teams
Key requirements- 8+ years of consulting in service transformation including contact center modernization, field service optimization, or digital self-service strategy
- 6+ years in customer/user experience strategy or operational transformation for Technology clients
- 6+ years in Technology sector with experience in SaaS, cloud platforms, and enterprise software
- 6+ years leading strategy engagements, diagnosing current state, identifying opportunities, and defining roadmaps and business cases
- 6+ years in technology strategy and delivery, including AI use-case prioritization, architecture design, and implementation planning
- 1+ years of experience using AI tools in day-to-day workflows
- Ability to travel 30%
- Limited immigration sponsorship may be available
- Executive storytelling
- Team leadership
- Client relationship management
- Experience with agentic AI and AI-enabled tools
- Platform assessments and architecture design
- Data integration strategy
