At a Glance
- Tasks: Lead transformative customer service projects using AI and innovative technologies.
- Company: Join EY Studio+ UK, a leader in customer service transformation.
- Benefits: Competitive pay, flexible working, and opportunities for career growth.
- Other info: Collaborative environment with access to top industry minds and exciting challenges.
- Why this job: Make a real impact by improving customer experiences and driving business success.
- Qualifications: Experience in customer service transformation and AI application is essential.
The predicted salary is between 63000 - 77000 £ per year.
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.
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 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. We don't expect to.
- You will be ambitious yet realistic in your solutions.
Our work sits in the sweet spot between desirable, viable, feasible and allowable.
Getting it there is a big part of what we do.
- 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
- Lead and oversee large-scale customer service transformation programmes, ensuring delivery drives measurable business and customer outcomes
- Own the strategic direction of engagements, shaping scope, approach and transformation roadmaps in line with client priorities
- Apply AI, automation and emerging technologies at scale within contact centres, defining how these enable step-change improvements in experience and efficiency
- Act 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 discipline
- Own and deepen senior client relationships, positioning EY Studio+ as a trusted partner in customer service transformation
- Shape and evolve EY Studio+ propositions, particularly in customer service, contact centres and AI-enabled transformation
- Own a sales target for business development and programme execution
- Drive business development and revenue growth, originating opportunities and expanding strategic client accounts
- Represent EY Studio+ externally, contributing to thought leadership, market presence and brand recognition
- Stay informed on industry trends, technologies and regulatory developments, bringing relevant insight into client engagements and internal thinking
- Strong understanding of contact centre technologies, AI and digital ecosystems, and how to apply them strategically
- Experience 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 dynamics
- Proven ability to build, lead and inspire high-performing teams across multiple engagements
- Established track record of coaching and developing senior team members
- Commercially astute, with the ability to balance client value, delivery quality and financial performance
- Shaping value propositions for clients to purchase Consulting services to enable greater performance across people, process and technology, Extensive experience leading customer service transformation programmes, particularly within contact centre environments
- Proven track record of applying AI and technology at scale to drive customer, operational and financial outcomes
- Demonstrated ability to operate across strategy, design and implementation, shaping and delivering complex transformation journeys
- Strong history of owning and growing client accounts, contributing to revenue generation and long-term relationships
- Established credibility with senior stakeholders, acting as a trusted advisor on transformation and innovation
- Experience leading large and/or multiple teams, ensuring delivery excellence across engagements
- Strong understanding of CRM platforms and customer service ecosystems at an enterprise level
- Track record of contributing to practice growth, proposition development and market positioning
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; making the world an easier, more enjoyable and sustainable place to live and work.
We don't yet have all the answers, because that'd be boring.
We do have some of the best minds in the business and we are comfortable navigating complexity every day.
We're privileged to have access to senior critical thinkers in our clients, and we have conversations that excite us and challenge us all the time.
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.
As 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.
Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.
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.
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 Flex EY 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
- #J-18808-Ljbffr
Director, Service & Operations, UKI Studio+ in City of Westminster employer: EY
EY is an exceptional employer that fosters a collaborative and innovative work culture in Birmingham, providing employees with the opportunity to lead complex tax engagements for prestigious multinational clients. With a strong emphasis on professional development, EY offers extensive training and growth opportunities, ensuring that you can advance your career while making a meaningful impact in the dynamic field of corporate tax.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Service & Operations, UKI Studio+ in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EY. 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 EY 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 Director, Service & Operations, UKI Studio+ in City of Westminster
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 EY:Your cover letter is your chance to shine! Tell us why you want to work at EY 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 EY!
How to prepare for a job interview at EY
✨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.
