Senior Manager, Customer Transformation, Service Designer, IXD Londonderry

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

Location:

Belfast

Other locations:
Primary Location Only

Date: 5 Mar 2026

Requisition

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.

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.

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.

The ideal candidate is passionate about using human-centred design methods to solve complex client challenges, design improved service experiences, validate concepts through prototyping and effectively communicate the rationale behind those solutions to stakeholders to drive optimal business outcomes.

• Design Holistic Services
  :
  Utilise human-centred design to identify pain points, co‑design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes.
• Translate Requirements to Solutions
  :
  Collect and prioritise user needs and research‑based insights, track and implement user benefits to ensure an optimal end‑user experience.

• Culture of Innovation
  :
  Foster open dialogue, active listening, a culture of innovation, and co‑design solutions with a cross‑functional team to drive measurable business growth.
• Creative Communication & Co-Design
  :
  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.
• User Experience Improvement
  :
  Advocate for user‑centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences.

• 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.

• Research and Analytics
  :
  Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
• Design Strategy
  :
  Create meaningful concepts and design interactions based on unmet human needs.
• Innovation &…