Senior Manager - Service & Operations, Studio+ in London

We are looking for a Customer Service Transformation specialist Senior Manager to join the Customer Service & Operations (S&O) Practice at EY Studio+ UK, bridging the gap between S&O and Customer Service Design. This person needs to have both customer contact centre and AI experience.

This role is open to those with demonstrable experience of customer service transformation work, working to solve client issues in a structured and methodical way. You will have a portfolio of projects that you can talk through and demonstrate how you have applied AI to customer contact centre improvement projects, programmes and initiatives either in house or within a consulting role.

There are a couple of things that we ask of everybody:

• You will be endlessly inquisitive, and ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.
• You will be a natural collaborator. Ideas breed ideas, and so we work in multi-disciplinary teams and embed clients in our process. We work in the open, we share our thinking early and we build on each other’s contribution.
• You will be visual. We work generatively. We create things to clarify thinking, align understanding and move towards a solution that works.
• You will be iterative. No-one gets it right first time.
• You will be ambitious yet realistic in your solutions. Our work sits in the sweet spot between desirable, viable, feasible and allowable.
• You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.
• You will navigate complexity. People, organisations, technology, policies, regulations. Designing services puts you at the centre of complexity. We need to make sense of it all quickly, and flex and adapt to move through it effectively.
• You’ll be fascinated by service in all its forms with a desire to deliver great solutions in the teams we put together for clients, to help them improve existing services, invent new ones, and ultimately grow businesses.
• You will be competent in service design methods, and know how to shepherd clients through a service design process, creating good work and advocates for EY Studio+ UK as you go.
• You will be a self-starter and have an explorative mindset, creating new perspectives and identifying the spaces you can be impactful for both EY Studio+ UK and its clients.

Your key responsibilities:

• You will develop and manage plans for project teams, update stakeholders, and apply an understanding of client needs to identify critical outcomes, barriers to success and changes in expectations or scope.
• You will manage project teams and their delivery in line with stakeholder expectations and agreed deliverables.
• You will develop relationships that can benefit our firm and our clients (e.g., with stakeholders in target organizations) and beyond the workplace to enhance our presence and impact in the community.
• You will identify and share trends, topics and resources (e.g., professional bodies, market developments such as sector-specific trends, regulatory guidance) that will increase the relevance and value of our service delivery and seize opportunities to grow knowledge.
• You will take a systematic approach to making decisions, considering all relevant data.
• You are considered a direct point of contact for client and team, speak to clients regularly about future trends, and begin to own and grow the firm’s relationship with the client.
• You will maintain open and proactive communication and build credibility based on understanding client issues and offering innovative solutions.
• You will create and deliver presentations that engage a range of audiences and respond to their questions and concerns.
• You will integrate data and apply judgment in forming practical insights and addressing potential issues, leveraging opportunities and analyses that enable decision-making by critical stakeholders.
• You will share technical, sector and market knowledge to inform client thinking.

Skills and attributes:

• You will confidently and authentically present complex messages skilfully, using a variety of media and methods that build excellent relationships based on trust.
• You will demonstrate influencing skills that address the varied interests and individual style of others, recognizing people have different sources of motivation and ways to achieve success.
• You will create a positive team environment, balancing individual initiative with team collaboration and with EY priorities, and encourages people to speak up and express differing views.
• You will adopt appropriate coaching techniques to meet the various needs of team members.
• You will improve commitment and engagement of team members, while focusing on the achievement of their goals, providing constructive feedback tailored to each person’s style and environment.
• You will have customer contact centre experience.
• Experience with specific technologies such as Twilio and Genesys would be beneficial.
• Experience with SQL, HTML and/or GraphQL is also beneficial.

To qualify for the role you must:

• Be able to clearly demonstrate your customer service transformation experience, particularly within customer contact centres.
• Have in-depth CRM experience.
• Be able to describe EY Studio+ UK capabilities and commitments accurately when discussing possible business opportunities with external contacts.
• Show that you have consistently produced customer service transformation work of high quality that is accurate, complete and compelling.
• Demonstrate ability to lead medium-large (5-15) teams and manage budgets.
• Be able to create presentations that are clear and impactful, translating EY Studio+ UK’s services into meaningful value propositions for clients.
• Show how you have contributed to a positive design team environment.

What working at EY offers:

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around.
• Opportunities to develop new skills and progress your career.
• The freedom and flexibility to handle your role in a way that’s right for you.