Senior Manager, Customer Transformation, Service Designer, IXD, Belfast or Derry, Londonderry

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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.

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. 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. Clearly articulate complex ideas through storytelling, foster collaboration, and facilitate client workshops to create the most amazing services, products, and experiences.
• Growth Mindset & Stakeholder Engagement: Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams. Advocate for user-centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences.

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:

• Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
• Create meaningful concepts and design interactions based on unmet human needs.
• Design and test product concepts and services, iterating with stakeholders.
• Expertise in the entire development process, from problem-solving through concept development, to interface design.
• Strong understanding of user-centred design principles, design thinking, and Agile methodologies.
• 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.
• Demonstrated experience of working with or delivering for external clients.
• Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
• Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
• 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 maximize 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.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.