Director, Service & Operations, UKI Studio+ in London

Business ConsultingEmployer: EY Global ServicesApply by: 2026-11-22Company: EYAt 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. Director - Service & Operations, EY Studio+ UK About EY Studio+ UK Growth comes from solving problems that matter for people, customers, patients, employees, and society at large. At EY Studio+ UK, we are building a better working world, by putting the human first. Our work is rooted in the way people make decisions, it’s helps us to help businesses make better choices and solve the most pressing problems. We work with organisations to create the platforms, products and services for tomorrow; We do have some of the best minds in the business and we are comfortable navigating complexity every day. We’re becoming an increasingly bigger part of an established global business, which throws up challenges and opportunities every day. Our way of thinking and doing business is infectious, and infecting more and more of the world around us, but that challenges us to go further and scale faster than before. Becoming part of EY Studio+ UK means getting on to enjoy this ride. Big in scale, big in ambition, big in impact - and big projects get taken seriously. We create work that is driven to implementation. We work across sectors (from government, healthcare, financial services and fast-moving consumer goods) to tackle a huge variety of problems in a huge variety of ways. We take our practitioners seriously and you will be given the freedom and support to develop your craft, your thinking, your work and your career in a way that suits you and delivers for the practice and your clients. Responsibilities, Qualifications, Certifications The role We are looking for a Customer Service Transformation specialist [Director] 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.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. People, organisations, technology, policies, regulations. Designing services puts you at the centre of complexity. 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 Lead and oversee large-scale customer service transformation programmes, ensuring delivery drives measurable business and customer outcomesOwn the strategic direction of engagements, shaping scope, approach and transformation roadmaps in line with client prioritiesApply AI, automation and emerging technologies at scale within contact centres, defining how these enable step-change improvements in experience and efficiencyAct as a trusted advisor to senior client stakeholders, influencing decision-making and shaping long-term transformation agendas Ensure delivery excellence across engagements, maintaining quality, pace and commercial disciplineOwn and deepen senior client relationships, positioning EY Studio+ as a trusted partner in customer service transformationShape and evolve EY Studio+ propositions, particularly in customer service, contact centres and AI-enabled transformationOwn a sales target for business development and programme executionDrive business development and revenue growth, originating opportunities and expanding strategic client accountsRepresent EY Studio+ externally, contributing to thought leadership, market presence and brand recognitionStay informed on industry trends, technologies and regulatory developments, bringing relevant insight into client engagements and internal thinkingSkills and attributes (for success in the role)Strong understanding of contact centre technologies, AI and digital ecosystems, and how to apply them strategicallyExperience of working with or alongside contact centre technologies (e.g. Genesys, Twilio or similar platforms)Strong stakeholder management and influencing capability, with the ability to navigate complex organisational dynamicsProven ability to build, lead and inspire high-performing teams across multiple engagementsEstablished track record of coaching and developing senior team members Commercially astute, with the ability to balance client value, delivery quality and financial performanceShaping value propositions for clients to purchase Consulting services to enable greater performance across people, process and technologyTo qualify for the role you must have…Extensive experience leading customer service transformation programmes, particularly within contact centre environmentsProven track record of applying AI and technology at scale to drive customer, operational and financial outcomesDemonstrated ability to operate across strategy, design and implementation, shaping and delivering complex transformation journeysStrong history of owning and growing client accounts, contributing to revenue generation and long-term relationshipsEstablished credibility with senior stakeholders, acting as a trusted advisor on transformation and innovationExperience leading large and/or multiple teams, ensuring delivery excellence across engagementsStrong understanding of CRM platforms and customer service ecosystems at an enterprise levelTrack record of contributing to practice growth, proposition development and market positioning What working at EY offersWe 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. Support, coaching and feedback from some of the most engaging colleagues aroundOpportunities to develop new skills and progress your careerThe freedom and flexibility to handle your role in a way that’s right for youAbout EYAs a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.Join us in a building a better working world.EY | Building a better working world 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.