Director of Customer Insights & Experience (AI-Enabled)

EY; England; On-site; GBP 120,000 - 180,000; Full time

Job summary

EY is seeking a senior leader in mixed-method customer insights to translate deep customer understanding into strategic direction. You will lead cross-functional teams spanning research, analytics, strategy and design, shaping EY Studio+ R&I propositions and executive advisory engagements.

You will own complex client engagements end-to-end, drive growth, and embed responsible AI into insight generation and client deliverables.

Qualifications

• Deep, mixed-method research expertise linked to customer experience design and business transformation.
• Proven ability to lead cross-functional teams and complex client engagements.
• Strong background in statistical modelling and advanced analytics.

Responsibilities

• Lead cross-functional insight and customer experience design engagements aligned to client strategy.
• Oversee major research programmes integrating qualitative and quantitative methods.
• Provide senior leadership across workstreams, with measurable outcomes and EY quality standards.
• Embed AI across the research lifecycle to accelerate synthesis and deliverables.
• Build senior client relationships and shape growth through new proposals and pitches.
• Mentor and develop future leaders within multidisciplinary teams.

Skills

Customer insights

Mixed-method research

Statistical modelling

AI in research

Cross-functional leadership

Consulting/agency background

Team mentoring

Tools

Q/Displayr

SPSS

Qualtrics

Job description

EY is seeking a senior leader in mixed-method customer insights to translate deep customer understanding into strategic direction. You will lead cross-functional teams spanning research, analytics, strategy and design, shaping EY Studio+ R&I propositions and executive advisory engagements.

You will own complex client engagements end-to-end, drive growth, and embed responsible AI into insight generation and client deliverables.