At a Glance
- Tasks: Lead a team to design innovative services and enhance customer experiences.
- Company: Join EY, a global leader in consulting and transformation.
- Benefits: Competitive salary, diverse teams, and opportunities for professional growth.
- Other info: Inclusive culture that values diversity and fosters innovation.
- Why this job: Make a real impact by transforming customer interactions and driving business success.
- Qualifications: Experience in service design and strong communication skills required.
The predicted salary is between 68205 - 77368 £ per year.
At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The Team and the Opportunity
At EY Studio+, the work we do cuts across every sector and reaches deep into the interactions, choices and experiences people encounter every day. We want to help people make better, more effective choices and solve their most pressing problems. We work with organisations to create transformative services, products and experiences that will make the world an easier, more meaningful, and sustainable place to live and work. Our aim is to help clients transform their customer-facing commercial functions and business outcomes through developing and implementing customer strategies, digital solutions, user centric services, operating models, and optimised products, experiences, marketing, and sales.
What we are looking for
We are seeking a dynamic and experienced Service Designer to join our Business Consulting - Customer Transformation Team. The ideal candidate for this role is a skilled professional who can effectively translate client insights into strategies, as well as human-centred digital products and services. You will be responsible for leading and growing a team of service designers while developing comprehensive customer strategies, conceptualising innovative product and service solutions, and managing the end-to-end design and implementation of services and products. This role emphasises designing customer interactions across the service journey, ensuring a seamless experience across multiple digital touchpoints, and optimising both front and back office operations. The ideal candidate is passionate about using human-centred design methods to solve complex client challenges, design improved service experiences, validate concepts through prototyping and effectively communicate the rationale behind those solutions to stakeholders to drive optimal business outcomes.
Your key responsibilities
- Design Holistic Services through Cross-Collaboration: Utilise human-centred design to identify pain points, co-design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes.
- Translate Requirements to Solutions: Collect and prioritise user needs and research based insights, track and implement user benefits to ensure an optimal end user experience.
- Creative Communication & Co-Design: Foster open dialogue, active listening, a culture of innovation, and co-design solutions with a cross functional team to drive measurable business growth.
- Growth Mindset & Stakeholder Engagement: Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams.
For Senior Manager-Level Candidates
- Team Management: Lead cross functional teams, including designers and business analysts, while providing coaching and mentorship to colleagues to foster their professional development and enhance team performance.
- Project Management: Develop and maintain strategic roadmaps, manage budgets effectively, identify potential risks, and implement robust mitigation strategies.
Skills and attributes of success
- Research and Analytics: Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
- Design Strategy: Create meaningful concepts and design interactions based on unmet human needs.
- Innovation & Creativity: Design and test product concepts and services, iterating with stakeholders.
- Product and Service Development: Expertise in the entire development process, from problem solving through concept development, to interface design.
- Strong Communication Skills: Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills.
To Qualify for the Role, You Must Have
- Extensive experience in Service Design.
- Degree in Design, Business, Computer Science, UX Design, Service Design, or a related field.
- Client Delivery: Demonstrated experience of working with or delivering for external clients.
- Research & Design tools: Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
- Communication & Interpersonal skills: Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
- Team adaptability: Capability to work collaboratively within a team and adapt to evolving priorities.
Inclusion & Diversity
We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximise the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients. We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You'll be embraced for who you are and empowered to use your voice to help others find theirs. As an equal opportunities' employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.
Senior Manager, Customer Transformation, Service Designer, IXD, Belfast or Derry, Londonderry employer: Ernst & Young Advisory Services Sdn Bhd
At EY, we pride ourselves on being an exceptional employer that champions a culture of innovation and inclusivity. Our Belfast and Derry locations offer a dynamic work environment where you can thrive alongside diverse teams, with ample opportunities for professional growth and development. Join us to make a meaningful impact while enjoying a supportive atmosphere that values your unique contributions and fosters collaboration.
Contact Details:
Ernst & Young Advisory Services Sdn Bhd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Transformation, Service Designer, IXD, Belfast or Derry, Londonderry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ernst & Young Advisory Services Sdn Bhd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ernst & Young Advisory Services Sdn Bhd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Transformation, Service Designer, IXD, Belfast or Derry, Londonderry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ernst & Young Advisory Services Sdn Bhd:Your cover letter is your chance to shine! Tell us why you want to work at Ernst & Young Advisory Services Sdn Bhd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ernst & Young Advisory Services Sdn Bhd!
How to prepare for a job interview at Ernst & Young Advisory Services Sdn Bhd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
