At a Glance
- Tasks: Lead customer service transformation projects and bridge the gap between operations and design.
- Company: Join EY, a global leader in assurance and consulting, committed to building a better working world.
- Benefits: Competitive salary, flexible working, career development, and a supportive team environment.
- Other info: Dynamic role with opportunities for personal growth and collaboration in a diverse team.
- Why this job: Make a real impact by solving complex problems and innovating for clients across various sectors.
- Qualifications: Experience in customer service transformation and strong leadership skills required.
The predicted salary is between 60000 - 80000 € 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+ 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, helping us to assist businesses in making better choices and solving 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.
The opportunity
The work we do is big. Big in scale, ambition, impact – and big projects get taken seriously. We don’t create outputs for the sake of it. We create work that is driven to implementation.
The work we do is varied. We work across sectors (from government, healthcare, financial services, and fast-moving consumer goods) to tackle a huge variety of problems in numerous ways. One week you could be interviewing customers in their homes to understand how they make sense of their money, the next month you could be leading a workshop in Whitehall to articulate how a government department can embed innovation in their organisation.
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 Senior Manager 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.
Your key responsibilities
- You will develop and manage plans for project teams, update stakeholders, and apply an understanding of client needs to identify critical outcomes, barriers to success, and changes in expectations or scope.
- You will manage project teams and their delivery in line with stakeholder expectations and agreed deliverables.
- You will develop relationships that can benefit our firm and our clients (e.g., with stakeholders in target organisations) and beyond the workplace to enhance our presence and impact in the community.
- You will identify and share trends, topics, and resources that will increase the relevance and value of our service delivery and seize opportunities to grow knowledge.
- You will take a systematic approach to making decisions, considering all relevant data.
- You are considered a direct point of contact for clients and teams, speaking to clients regularly about future trends, and beginning to own and grow the firm’s relationship with the client.
- You will maintain open and proactive communication and build credibility based on understanding client issues and offering innovative solutions.
- You will create and deliver presentations that engage a range of audiences and respond to their questions and concerns.
- You will integrate data and apply judgment in forming practical insights and addressing potential issues, leveraging opportunities and analyses that enable decision-making by critical stakeholders.
- You will share technical, sector, and market knowledge to inform client thinking.
Skills and attributes
- You will confidently and authentically present complex messages skilfully, using a variety of media and methods that build excellent relationships based on trust.
- You will demonstrate influencing skills that address the varied interests and individual styles of others.
- You will create a positive team environment, balancing individual initiative with team collaboration and EY priorities.
- You will adopt appropriate coaching techniques to meet the various needs of team members.
- You will improve commitment and engagement of team members while focusing on the achievement of their goals.
- You will have customer contact centre experience.
- Experience with specific technologies such as Twilio and Genesys would be beneficial.
- Experience with SQL, HTML, and/or GraphQL is also beneficial.
To qualify for the role you must
- Be able to clearly demonstrate your customer service transformation experience, particularly within customer contact centres.
- Have in-depth CRM experience.
- Show that you have consistently produced customer service transformation work of high quality that is accurate, complete, and compelling.
- Demonstrate ability to lead medium-large (5-15) teams and manage budgets effectively.
- Be able to create presentations that are clear and impactful, translating EY Studio+ UK’s services into meaningful value propositions for clients.
- Show how you have contributed to a positive design team environment.
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, health and well-being, insurance, savings, and a wide range of discounts, offers, and promotions.
Join us in building a better working world.
Senior Manager - Service & Operations, Studio+ in London employer: FP&A
At EY Studio+ UK, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises personal growth and collaboration. Employees benefit from a competitive remuneration package, flexible working options, and the opportunity to engage in meaningful projects that drive real-world impact across various sectors. Join us to be part of a team that values innovation, supports your career development, and empowers you to make a difference in building a better working world.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Service & Operations, Studio+ in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples from your past experiences that highlight your skills and achievements. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep them engaging.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Manager - Service & Operations, Studio+ in London
Some tips for your application 🫡
Be Authentic:When you're writing your application, let your true self shine through. We want to see your personality and how you think, so don’t be afraid to share your unique perspective and experiences.
Tailor Your Application:Make sure to customise your application for the Senior Manager role at EY Studio+ UK. Highlight your relevant experience in customer service transformation and AI, and show us how you can bridge the gap between S&O and Customer Service Design.
Showcase Your Achievements:Don’t just list your responsibilities; tell us about your successes! Use specific examples from your portfolio that demonstrate how you've tackled complex problems and delivered impactful results.
Keep It Clear and Concise:We appreciate clarity! Make sure your application is well-structured and easy to read. Avoid jargon where possible and focus on communicating your ideas effectively. And remember, apply through our website for the best chance!
How to prepare for a job interview at FP&A
✨Know Your Stuff
Make sure you have a solid understanding of customer service transformation and AI applications in contact centres. Be ready to discuss specific projects you've worked on, showcasing your problem-solving skills and how you've made an impact.
✨Show Your Collaborative Spirit
EY values teamwork, so be prepared to share examples of how you've worked in multi-disciplinary teams. Highlight your ability to listen, share ideas, and build on others' contributions to create innovative solutions.
✨Be Visual and Engaging
Since the role involves presenting complex ideas, practice creating clear and impactful presentations. Use visuals to help articulate your points and engage your audience, demonstrating your ability to communicate effectively.
✨Embrace Complexity
Discuss your experience navigating complex situations and how you've adapted to challenges. Show that you're comfortable with ambiguity and can think critically to find solutions that balance desirability, viability, and feasibility.
