Overview In this client-facing role you will lead service strategy engagements for Telecom, Media & Entertainment clients, blending strategy, AI fluency, and delivery execution to transform experiences. You'll work across strategy, technology, and operations to turn pain points into actionable roadmaps and measurable outcomes. The position combines strategic vision with cross-functional execution to deliver AI-enabled service improvements at scale. A meaningful hook is shaping service transformation that enhances subscriber experiences and business value. ResponsibilitiesLead service strategy engagements across digital self-service, contact center, and field service experiences for TME clientsPartner with client CX, digital, technology, and operations leaders to define and deliver AI-enabled service strategiesAdvise on strategies to reduce churn and improve customer lifetime value across streaming, broadband, and media channelsTranslate business challenges into structured strategies, roadmaps, and business casesAlign strategic intent with technology modernization, architecture, and data integrationCollaborate with stakeholders through workshops to move from strategy to implementationGuide prioritization, trade-offs, dependencies, and execution planningDevelop phased deployment/migration plans for AI agents and automationIdentify AI-enabled tools and modern ways of working to accelerate insights and strategyManage client relationships, scope, timelines, risks, and dependencies across workstreamsLead and develop multi-disciplinary teams across strategy, technology, and operationsSupport practice growth through proposals, workplans, and coachingAdvocate for service strategy and nurture team developmentCoordinate global delivery with USI and ADMX resources for consistent quality Key requirements8+ years in consulting focused on service transformation (including contact center modernization, field service, or digital self-service)6+ years in subscriber experience strategy or operational transformation for technology, media, and entertainment clients6+ years in TME sector, with subscriber/viewer journeys and operating models for content platforms or digital media6+ years leading strategy engagements with current state diagnosis, opportunities, and roadmaps6+ years in technology strategy and delivery, including AI use case prioritization, architecture, and implementation planning1+ years using AI tools in day-to-day workflowAbility to travel 30%Limited immigration sponsorship may be availableExecutive storytellingTeam leadershipClient management and relationship buildingAgentic AI use case prioritizationPlatform assessmentsArchitecture design
Not specified in the original listing.
Not specified in the original listing.
