Director – Service & Operations
Ernst & Young
Director – Service & Operations
Ernst & Young
Global professional services: consulting, assurance, tax
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Director, Customer Service & AI Transformation
Service & Operations practice, EY Studio+
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. For ambitious leaders, it offers a rare combination: the creative energy of a specialist studio with the reach, client access and investment of a global organisation.
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 doesn't sit in drawers: it 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 a building a better working world.
Apply now.
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Global professional services: consulting, assurance, tax
EY (Ernst & Young) provides professional services at a global scale, offering consulting, assurance, tax, and transaction advisory services. It serves clients across industries such as technology, media, real estate, hospitality, and construction. Instead of selling a single product, EY works with clients through tailored engagements where cross-disciplinary teams analyze challenges, design strategies, perform audits, help with tax planning, and assist with mergers or divestitures. What sets EY apart is its worldwide reach and integrated service model, industry-specific expertise, and focus on responsible business practices like sustainability, cybersecurity, and workforce flexibility. EY’s goal is to help organizations improve performance, manage risk, and achieve sustainable growth while building a better working world.
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