Director, AI-Driven Customer Service Transformation

EY UK; Manchester; Sur place; GBP 120 000 - 180 000; Plein temps

Résumé du poste

EY Studio+ UK is seeking a Customer Service Transformation Director to join the Customer Service & Operations Practice. You will bridge S&O and Service Design, bringing AI experience to client engagements and leading multi-disciplinary teams.

You’ll own transformations, shape roadmaps, and drive measurable outcomes for government, healthcare, and financial services clients while building long-term client relationships and contributing to EY’s thought leadership.

Qualifications

• Extensive experience leading customer service transformation programmes.
• Proven track record applying AI to contact centres.
• Experience across strategy, design and delivery of transformation journeys.
• Strong history of growing client accounts and revenue.

Responsabilités

• Lead and oversee large-scale customer service transformation programmes.
• Own the strategic direction of engagements and transformation roadmaps.
• Apply AI, automation and emerging technologies at scale within contact centres.
• Act as a trusted advisor to senior client stakeholders and influence decisions.
• Ensure delivery excellence with quality, pace and commercial discipline.
• Own and deepen senior client relationships and drive EY Studio+ growth.
• Represent EY Studio+ externally and contribute to thought leadership.

Connaissances

Service transformation

AI experience

Stakeholder management

Team leadership

CRM platforms

Outils

CRM platforms

Description du poste

EY Studio+ UK is seeking a Customer Service Transformation Director to join the Customer Service & Operations Practice. You will bridge S&O and Service Design, bringing AI experience to client engagements and leading multi-disciplinary teams.

You’ll own transformations, shape roadmaps, and drive measurable outcomes for government, healthcare, and financial services clients while building long-term client relationships and contributing to EY’s thought leadership.