Director of AI-Driven Customer Service Transformation

EY; Greater London; On-site; GBP 140,000 - 210,000; Full time

Benefits offered by this job

Flexible working

Career development

FlexEY benefits

Job summary

EY Studio+ UK is seeking a Director of Service & Operations to lead customer service transformation at scale, bridging S&O and Customer Service Design. You will bring deep experience in contact centre technologies and AI, and you will shape programmes that deliver measurable outcomes for major clients.

You’ll own engagements, manage multi-disciplinary teams, and build senior client relationships while shaping value propositions and driving revenue growth.

Qualifications

• Extensive experience leading customer service transformation programmes.
• Proven ability to apply AI and technology at scale in contact centres.
• Experience across strategy, design and implementation of transformation journeys.
• Strong track record with senior client stakeholders.
• Leadership of large, multi-engagement teams.

Responsibilities

• Lead and oversee large-scale customer service transformation programmes with measurable outcomes.
• Shape engagement scope, approach and transformation roadmaps.
• Apply AI, automation and emerging tech at scale within contact centres.
• Advise senior clients and influence decision-making.
• Drive revenue growth and develop client relationships.
• Represent EY Studio+ externally and contribute to market positioning.

Skills

Customer service transformation

AI in contact centres

Stakeholder management

Team leadership

Coaching senior staff

Commercial acumen

Business development

Proposition development

CRM knowledge

Tools

Genesys

Twilio

CRM platforms

Job description

EY Studio+ UK is seeking a Director of Service & Operations to lead customer service transformation at scale, bridging S&O and Customer Service Design. You will bring deep experience in contact centre technologies and AI, and you will shape programmes that deliver measurable outcomes for major clients.

You’ll own engagements, manage multi-disciplinary teams, and build senior client relationships while shaping value propositions and driving revenue growth.