At a Glance
- Tasks: Lead transformative customer service projects using AI and operational strategies.
- Company: Join EY, a global leader in consulting and advisory services.
- Benefits: Competitive salary, flexible working, career development, and a supportive culture.
- Other info: Opportunity for career growth and leadership development in a dynamic environment.
- Why this job: Shape the future of customer service and make a real impact in diverse sectors.
- Qualifications: Proven experience in customer service transformation and AI application.
The predicted salary is between 72000 - 88000 £ 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.
About EY Studio+
At EY Studio+, we create transformative experiences that move people and shape markets. We bring together around 7,000 design, marketing, sales, service and technology professionals across 50 countries, backed by the full spectrum of EY services and more than 400,000 EY people. We combine design, technology and commercial insight, augmented by EY.ai, to help organisations reimagine how they engage, sell to and serve their customers in an AI-driven era. Our work is human-centric by design and built to deliver at scale, from transforming customer service through technology and people for a global retailer to launching entirely new businesses.
The role
We are looking for a Director to lead customer service and contact centre transformation, who will sit within our Service & Operations (S&O) practice in EY Studio+ in the UK. You will bring together operational transformation, customer service design and AI to help clients rethink how they serve their customers, and you will own the growth of this proposition in the UK market.
This is a senior, client-facing role with a sales target. You will shape and lead large-scale programmes for clients in sectors where customer service and customer experience are differentiators, including energy and utilities, telecoms, tech, consumer products, retail, healthcare and government, and take them from strategy through to implementation. Our work is built to be delivered, and to deliver measurable results.
You will work with Partners from across EY Studio+, and other parts of EY, to originate, sell and deliver work and lead project teams that can range from 2 or 3 consultants, on initial, strategic projects, to teams of 15 or more onshore and offshore consultants on our longer-term implementation projects.
We invest in our senior leaders. You will have the autonomy and backing to set your agenda, extend your leadership impact and advance your career, while building a practice that delivers lasting value for our clients.
How we work
- Customer-obsessed: endlessly curious, using logic, empathy, rigour and storytelling to define the real customer and business problem before solving it.
- Collaborative: working in open, multidisciplinary teams, sharing our thinking early and bringing clients into the process.
- Pragmatic: ambitious but realistic, iterating towards solutions that are desirable, viable, feasible and allowable.
- Comfortable with complexity: making sense of people, organisations, technology and regulation quickly, and knowing when to think and when to act.
What you'll do
- Lead large-scale customer service and contact centre transformation programmes from strategy and design through to implementation, delivering measurable customer, operational and financial outcomes.
- Shape scope, approach and transformation roadmaps in line with client priorities, maintaining quality, pace and commercial discipline across engagements.
- Define how AI and automation can deliver step-change improvements in experience and efficiency, using tools such as agentic AI, conversational AI, agent assist, generative AI knowledge tools, intelligent routing and automated quality management.
- Act as a trusted advisor to senior client stakeholders, building long-term relationships and positioning EY Studio+ as a partner of choice for customer service transformation.
- Own a sales target: originate opportunities, grow strategic accounts and convert them into successfully delivered programmes.
- Shape and evolve EY Studio+ propositions in customer service, contact centre and AI-enabled transformation.
- Build, lead and develop high-performing multidisciplinary teams, including coaching senior team members.
- Represent EY Studio+ externally through thought leadership and market presence, bringing insight on industry, technology and regulatory trends into client work.
What you'll bring
Essential
- A track record of shaping and selling large-scale customer service transformation engagements in a leading consulting or equivalent client-facing environment.
- A track record of applying AI and technology at scale to improve customer, operational and financial outcomes.
- Experience working across strategy, design and implementation on complex transformation programmes.
- Experience leading customer service transformation programmes in contact centre environments in sectors such as energy and utilities, telecoms, financial services, retail or the public sector.
- A strong understanding of enterprise contact centre and CRM platforms (for example Genesys, NICE CXone, Amazon Connect, Salesforce Service Cloud, Microsoft Dynamics 365 or Twilio) and how to apply them strategically.
- Credibility with senior stakeholders and the ability to influence through complex organisational dynamics.
- Commercial acumen, with a track record of growing client accounts and balancing client value, delivery quality and financial performance.
- Experience building, leading and developing large or multiple teams.
Desirable
- Knowledge of service design and user-centred design methods.
- Experience shaping value propositions for consulting services across people, process and technology.
- A track record of leading team & practice growth, consulting proposition development and thought leadership.
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, private medical insurance, health and well-being, savings and a wide range of discounts, offers and promotions.
As a Director at EY, you can also expect:
- Career progression and senior development: sponsorship, coaching and feedback from experienced Partners, together with leadership development built for senior leaders, as you build your case for Partner.
- Ownership and influence: the mandate to build a growing customer service and AI transformation proposition, and a voice in the practice's direction and investment.
- A platform to win large programmes: access to EY's global network, sector teams and technology alliance partners to sell and deliver large-scale, multidisciplinary work.
- A market profile: support to raise your external profile through thought leadership, speaking opportunities and client events.
- Autonomy and flexibility: the freedom to manage your role and time in the way that works best for you and your clients.
About EY
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.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. Join us in building a better working world. Apply now.
Director, Service & Operations, UKI Studio+ (x-Sector) in Edinburgh 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+ (x-Sector) in Edinburgh
✨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+ (x-Sector) in Edinburgh
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.
