Senior Manager – Service & Operations – Customer Service Transformation

Job Description

Senior Manager, Contact Centre Transformation, Service & Operations | Ernst and Young

The Tone:
This is a full-time role at Ernst and Young, located in the United Kingdom. EY Studio+ UK focuses on human-centered problem-solving to create platforms, products, and services for tomorrow, helping businesses make better choices and solve pressing problems. The role is critical in transforming customer service within contact centres, leveraging AI to improve existing services and invent new ones. You will be instrumental in making the world an easier, more enjoyable, and sustainable place to live and work by tackling big, impactful projects.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, United Kingdom(England – London)

• Team: Customer Service & Operations (S&O) Practice at EY Studio+ UK, bridging S&O and Customer Service Design.
• Mission: Solve client issues in customer service transformation by applying AI to customer contact centre improvement projects.
• Tech Stack: Twilio, Genesys, SQL, HTML, GraphQL, CRM

What You’ll Actually Do
• Plan: Develop and manage plans for project teams, updating stakeholders and identifying critical outcomes, barriers, and changes in expectations or scope.
• Deliver: Manage project teams and their delivery in line with stakeholder expectations and agreed deliverables.
• Relate: Develop relationships that benefit the firm and clients, enhancing EY Studio+ UK’s presence and impact in the community.
• Inform: Identify and share trends, topics, and resources that will increase the relevance and value of our service delivery and grow knowledge.
• Engage: Act as a direct point of contact for clients and the team, speaking to clients regularly about future trends and beginning to own and grow the firm’s relationship with them.

The Must-Haves
• Background: Senior Manager level role specializing in customer service transformation, with a particular focus on customer contact centres and AI.
• Experience: Demonstrable experience in customer service transformation work, applying AI to customer contact centre improvement projects either in-house or in a consulting role. Proven ability to lead medium-large (5-15) teams and manage budgets.
• Skills: In-depth customer contact centre and CRM experience, competency in service design methods, confident and authentic presentation skills, strong influencing abilities, and effective coaching techniques.
• Bonus: Experience with specific technologies such as Twilio, Genesys, SQL, HTML, and/or GraphQL.