Overview In this role you shape and lead service strategy engagements for Telecom, Media & Entertainment clients, blending strategy, AI fluency, and delivery. You partner across functions to turn pain points into actionable transformation, guiding both strategy and implementation. You work with cross-functional teams to align technology, operations, and business goals, delivering measurable outcomes. This is a hands-on, client-facing opportunity to influence subscriber experiences and operational models at scale.
Compensation / Benefits- discretionary annual incentive program
Responsibilities- Lead engagements defining service strategies for digital self-service, contact centers, and field service in TME clients
- Partner with client CX, digital, technology, and operations leaders to define and deliver AI-enabled service strategies with measurable outcomes
- Advise on strategies to reduce churn and improve CLV across streaming, broadband, and media channels
- Translate business/operational challenges into structured strategies, roadmaps, and business cases
- Align strategic intent with technology delivery, including modernization priorities, AI orchestration design, platform requirements, and data integration
- Facilitate workshops and ongoing sessions to move strategy to implementation and adoption
- Guide teams on prioritization, trade-offs, dependencies, and execution planning
- Build phased deployment and migration plans for AI and automation solutions
- Identify and champion AI-enabled tools and modern ways of working to accelerate strategy and business case development
- Manage client relationships, sessions, scope, timelines, risks, and dependencies across workstreams
- Lead and develop multidisciplinary teams across strategy, technology, and operations
- Coordinate globally distributed delivery teams to ensure quality and knowledge transfer
- Support practice growth through proposals, solution shaping, and coaching
- Advocate for the service strategy role with clients and teams
Key requirements- 8+ years of experience delivering consulting engagements focused on service transformation (e.g., contact center modernization, field service optimization, digital self-service)
- 6+ years in subscriber experience strategy or operational transformation for technology, media, and entertainment clients
- 6+ years in the TME sector, with subscriber/viewer journeys and operating models in content platforms, NOC, or digital media supply chains
- 6+ years leading strategy engagements, including current-state diagnosis, opportunity identification, and roadmaps/business cases
- 6+ years in technology strategy and delivery, including AI use-case prioritization, architecture design, and implementation planning
- 1+ years using AI tools in day-to-day workflow
- Ability to travel 30%
- Limited immigration sponsorship may be available
- Executive storytelling
- Team leadership
- Client management and engagement with executive stakeholders
- Agentic AI use-case prioritization
- Architecture design for technology delivery
- Platform assessments and data integration strategy
