Manager, Digital Ops & Process Improvement – Customer Transformation

EY; Dublin; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working arrangements

Comprehensive Total Rewards package

Pension

Maternity & Paternity leave

Discounted health insurance

Bike to work Scheme

Web Doctor - Free online GP consultations

Recognition Awards

Additional annual leave purchase

Cash incentives for referrals

Hybrid Working

Work Mobile

Free Gym membership

TECH MBA paid by EY

Travel Pass

Wellness rooms

Job summary

A global consulting firm in Dublin is seeking a Manager for Business Consulting focused on Digital Op Model/Process Improvement and Customer Transformation. The role involves leading projects to enhance customer experiences and optimize business processes using methodologies like Agile. Candidates should have strong analytical skills and experience with CRM platforms. The position offers a full-time, permanent contract with a competitive remuneration package, including benefits tailored to individual's needs.

Responsibilities

• Lead and support full project lifecycles using agile, hybrid, or waterfall methodologies.
• Conduct business analysis including requirements gathering, prioritisation, and data analysis.
• Facilitate workshops and engage with senior stakeholders to drive business outcomes.
• Collaborate with cross-functional teams to deliver customer-centred technology solutions.
• Support CRM and omnichannel transformation initiatives.
• Design and optimise customer-facing business processes.

Skills

Strong analytical and problem-solving skills

Excellent communication and stakeholder engagement abilities

Technical proficiency with CRM platforms

Ability to manage multiple tasks

Customer-focused mindset

Tools

Business process modelling tools

Job description

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Job Title: Business Consulting – Digital Op Model/Process Improvement and Business Analyst - Customer Transformation – Manager

Location: Dublin

Available for Work Visa Sponsorship: NO

Business Area: Business Consulting - Customer Transformation

Contract Type: Full-Time – Permanent

The opportunity

Join our Customer Transformation team and help clients radically improve their customer-facing operations. You’ll work on exciting projects that transform customer experience, drive sustainable growth, and enhance business outcomes. This is your chance to shape how organisations connect with their customers through innovative digital solutions and user-centric strategies.

Your Key Responsibilities

• Lead and support full project lifecycles using agile, hybrid, or waterfall methodologies.
• Conduct business analysis including requirements gathering, prioritisation, and data analysis.
• Facilitate workshops and engage with senior stakeholders to drive business outcomes.
• Collaborate with cross-functional teams to deliver customer-centred technology solutions.
• Support CRM and omnichannel transformation initiatives.
• Design and optimise customer-facing business processes.
  
  

Skills And Attributes For Success

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder engagement abilities.
• Technical proficiency with CRM platforms and business process modelling tools.
• Ability to manage multiple tasks and collaborate effectively in teams.
• Customer-focused mindset with attention to detail.
  
  

Ideally, You’ll also have

• Experience with Lean, Six Sigma, and Agile methodologies.
• Familiarity with Martech, CPQ, and emerging technologies.
• Product Owner or Scrum Master experience.
  
  

What We Look For

• We’re looking for innovative, agile thinkers who are passionate about customer experience and digital transformation.
• You’ll thrive in a collaborative environment and be driven to make a meaningful impact through inclusive leadership and creative problem-solving.
  
  

What Working At EY Offers

We offer a competitive remuneration package. 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, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support and coaching from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you
• All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:
• Pension
• Maternity & Paternity leave
• Discounted health insurance
• Bike to work Scheme
• Web Doctor - Free unlimited online GP consultations for you and your family
• Recognition Awards
• The purchase of additional annual leave
• Cash incentives for referrals
• Hybrid Working
• Work Mobile
• Free Gym membership
• TECH MBA paid by EY
• Travel Pass
• Wellness rooms Available in some offices
  
  

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

Career Progression

• When you join EY, you will be supported to ensure that you are enhancing your skills from day one.
• Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.
• As you grow and develop here, you’ll discover opportunities to help customise your career journey, so that it’s as unique as you are - success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.
• We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.
  
  

Inclusion & Diversity

We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.

We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

IMPORTANT: Where Agency assistance is required, our Talent Team will engage directly with suppliers. CVs / Profiles should not be shared directly with Hiring Managers. Unsolicited CVs / Profiles supplied to EY by Recruitment Agencies will not be accepted for this role.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.