Director, AI-Driven Customer Service Transformation

EY; Glasgow; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working

Career development

Total Rewards package

Health & well-being benefits

Job summary

EY Studio+ UK is seeking a Director to lead Customer Service Transformation programs across large engagements, leveraging AI and automation to drive measurable business outcomes. You will bridge S&O and Customer Service Design, shaping strategy and delivering at scale with senior client stakeholders.

You will lead multi-disciplinary teams, own growth initiatives, manage complex programmes, and represent EY Studio+ in thought leadership and client conversations.

Qualifications

• Extensive experience leading customer service transformation programmes.
• Proven ability applying AI and technology at scale.
• Experience across strategy, design and implementation of transformation journeys.
• Strong track record growing client accounts and delivering value.
• Credible with senior stakeholders and advisory leadership.
• Experience leading large multi-disciplinary teams.
• Solid understanding of enterprise CRM ecosystems.

Responsibilities

• Lead and oversee large-scale customer service transformation programmes delivering measurable business and customer outcomes.
• Own strategic direction of engagements, shaping scope, approach and transformation roadmaps.
• Apply AI, automation and emerging technologies at scale within contact centres to enable improvements.
• Act as trusted advisor to senior client stakeholders, influencing decisions and long-term agendas.
• Ensure delivery excellence across engagements with quality, pace and financial discipline.
• Own and deepen senior client relationships, positioning EY Studio+ as a trusted partner.
• Shape and evolve EY Studio+ propositions in customer service and AI-enabled transformation.
• Drive sales targets for business development and programme execution.
• Represent EY Studio+ externally, contributing to thought leadership and market presence.

Skills

AI & digital ecosystems

Contact centre technology

Stakeholder management

Team leadership

Commercial acumen

Tools

Genesys

Twilio

Job description

EY Studio+ UK is seeking a Director to lead Customer Service Transformation programs across large engagements, leveraging AI and automation to drive measurable business outcomes. You will bridge S&O and Customer Service Design, shaping strategy and delivering at scale with senior client stakeholders.

You will lead multi-disciplinary teams, own growth initiatives, manage complex programmes, and represent EY Studio+ in thought leadership and client conversations.