Manager Customer Service Transformation And AI

At EY youll have the chance to build a career as unique as you are with the global scale support inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better too. Join us and build an exceptional experience for yourself and a better working world for all.

Consulting Manager- Customer Service Transformation and AI

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About Global Delivery Services

Global Delivery Services refers to EYs worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80000 professionals in ten locations around the world. We operate in Argentina China Hungary India Philippines Poland Sri Lanka Mexico Spain and the United Kingdom.

Client service is focused on providing Consulting Assurance Tax Strategy & Transactions and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless high-quality value-added support helping deliver exceptional client service.

Enablement Services provides cost-effective high-skilled and innovative services to support EYs global and local enablement teams. Markets BMC AWS Finance and Accounting Risk Management Procurement People Shared Services IT Service Delivery and IT Global Infrastructure services are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams along with Service Lines Core Business Services and Sectors. The team brings the desired environment technologies and skilled teams together for facilitation rapid prototyping and innovative thinking. The competencies offered include analytics digital user experience mobile technology infrastructure Microsoft technologies and open innovation.

The Opportunity

The Manager Customer Service Transformation and AI will drive AI-led service transformation initiatives within the Customer practice combining service strategy AI solution design process improvement and delivery excellence. The role will support clients in reimagining service journeys contact centre operations field service and knowledge-enabled support models through responsible use of AI automation analytics and workflow orchestration. You will work with senior stakeholders to identify transformation opportunities shape practical roadmaps and deliver measurable improvements in customer experience service productivity resolution quality and operating efficiency.

Your Key Responsibilities

Business Development & Market Leadership

• Support the development of AI-led service transformation opportunities across advisory and implementation engagements contributing to pipeline growth and client relationship expansion.
• Contribute to proposals RFP responses solution narratives and executive presentations focused on service modernization AI adoption and customer operations improvement.
• Support GTM development for AI-enabled service offerings across sectors including contact center transformation intelligent case management field service optimization and digital self-service.
• Develop reusable assets accelerators and points of view on AI-led service transformation customer operations and service experience modernization.
• Stay current on emerging service models AI adoption patterns automation trends and customer expectations that may influence client service transformation priorities.

Client Engagement & Delivery

• Lead workstreams within service transformation programs from current-state assessment through roadmap design implementation planning and adoption support.
• Assess service processes customer journeys operating models channel mix agent workflows knowledge management practices and performance metrics to identify improvement opportunities.
• Design AI-enabled service operating models service blueprints automation use cases governance structures and adoption roadmaps aligned to client business outcomes.
• Support implementation of AI use cases such as virtual agents agent assist intelligent routing case summarization sentiment insights knowledge search predictive service and workflow automation.
• Partner with technology data and business teams to translate service pain points into business requirements solution concepts process maps and delivery-ready backlogs.
• Develop business cases and benefits models to quantify productivity gains containment improvement average handle time reduction service quality improvement and cost-to-serve impact.
• Ensure delivery quality across assigned workstreams including scope management stakeholder coordination milestone tracking issue resolution and executive reporting.
• Support change management and adoption activities to improve stakeholder readiness responsible AI usage and operational sustainability.

Technology & Innovation

• Enable teams to leverage AI automation analytics CRM contact center platforms knowledge management systems and workflow tools to improve service outcomes.
• Work with cross-functional teams to define data integration and governance considerations required for AI-enabled service transformation.
• Identify opportunities to build accelerators prototypes and reusable methods for AI-enabled service discovery solution design and benefits tracking.

Leadership & People Development

• Manage small to mid-sized project teams or workstreams ensuring high-quality deliverables structured problem solving and timely execution.
• Coach consultants and analysts on service transformation methods requirements structuring stakeholder engagement and AI-led operating model design.

Skills and attributes for success

Ideally youll also

• Experience with AI-enabled service use cases such as virtual agents agent assist intelligent routing case summarization and predictive service insights.
• Exposure to service platforms such as Salesforce Service Cloud Microsoft Dynamics 365 Customer Service ServiceNow CSM Genesys NICE Amazon Connect or similar technologies.
• Industry experience across B2B professional services technology manufacturing consumer healthcare utilities or financial services sectors.

What we look for

• 8 years of experience in service transformation customer operations contact center transformation field service transformation digital service or AI-enabled operations improvement.
• Consulting experience is desired.
• Proven experience supporting or leading service transformation initiatives from assessment through implementation planning and adoption.
• Strong understanding of service journeys contact center operations case management knowledge management service KPIs and customer experience improvement levers.
• Hands-on experience with AI automation analytics CRM service platforms or digital workflow tools in customer service environments.
• Strong stakeholder management communication problem-solving and project delivery skills.

What we offer you

At EY well develop you with future-focused skills and equip you with world-class experiences. Well empower you in a flexible environment and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• Our Commitment: As a commitment we persistently endeavour to embody our values fulfil our purpose and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
• Professional Development: From entry-level employees to senior leaders we believe in continuous learning. We offer opportunities to build new skills take on leadership roles and connect and grow through mentorship.
• People and Culture: In our dynamic workplace diversity equity and inclusiveness are ingrained in our culture. Were united by a commitment to create an environment where every individuals differences are valued practices are equitable fostering a sense of belonging. Our shared values include integrity respect teaming inclusiveness energy enthusiasm courage to lead and building relationships based on doing the right thing.
• Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits encompassing exclusive health and wellness packages enticing rewards and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
• How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

EY Building a better working world

EY exists to build a better working world helping to create long-term value for clients people and society and build trust in the capital markets.

Enabled by data and technology diverse EY teams in over 150 countries provide trust through assurance and help clients grow transform and operate.

Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today.