Senior Manager - Service & Operations, Studio

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.

Growth comes from solving problems that matter for people, customers, patients, employees, and society  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.

The work we do is big. Big in scale, big in ambition, big in impact – and big projects get taken seriously. We don’t create outputs for the sake of it. We don’t create work that sits in drawers, never to be revisited. 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 a huge variety of 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.

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.

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…