Business Consulting - Customer & Experience

EY; Kuala Lumpur; On-site; MYR 134,000 - 201,000; Full time

Benefits offered by this job

Continuous learning

Flexible working arrangements

Inclusive culture

Leadership coaching

Job summary

EY Malaysia is seeking a customer advisory professional to help transform client sales and accelerate growth. You’ll work within globally integrated teams, applying analytical frameworks to deliver transformation programmes that improve customer outcomes, optimise performance, and create lasting competitive advantage.

Through our structured learning and development, you’ll build the skills to guide clients across workshops, design future-state operating models, and collaborate with EY teams to

Qualifications

• A bachelor’s or master’s degree with 3–6 years of working experience in a problem-solving capacity.
• Experience in a business consulting role and delivering transformation projects is preferred.
• Familiarity with customer strategy, service design, business transformation and data analytics is helpful.

Responsibilities

• Support the delivery of projects across business transformation, customer and experience transformation, operating model redesign and strategic initiatives.
• Conduct research, market assessments, benchmarking and data analysis to generate actionable insights and recommendations.
• Structure complex business problems using hypothesis-driven thinking and analytical approaches.
• Lead design and discovery activities, including facilitating workshops to identify pain points, opportunities and develop user-centric experience improvements.
• Design future-state operating models, business processes and transformation roadmaps.
• Collaborate effectively across EY teams and with client stakeholders to deliver quality outcomes within agreed timelines.
• Contribute to the development of the Customer practice including industry events and thought leadership.

Skills

Strong analytical skills

Problem-solving

Communication skills

Presentation skills

Leadership mindset

Education

Bachelor’s or Master’s degree

Job description

In a world of dramatic and fast-paced change, organisations are under increasing pressure to transform their businesses, deliver exceptional customer experiences, and realise measurable value from their investments. As a customer advisory professional, you’ll provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you’ll work closely with our clients to design and deliver transformation programmes that improve customer outcomes, optimise business performance, and create sustainable competitive advantage.

Through our structured learning and development program, you’ll develop the skills, knowledge and experience to help grow our clients’ businesses. And with a network that stretches across the world, you’ll gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Your key responsibilities

• Support the delivery of projects across business transformation, customer and experience transformation, operating model redesign and strategic initiatives
• Conduct research, market assessments, benchmarking and data analysis to generate actionable insights and recommendations
• Structure complex business problems using hypothesis-driven thinking and analytical approaches
• Lead design and discovery activities, including facilitating workshops to identify pain points, opportunities and develop user-centric experience improvements
• Design future-state operating models, business processes and transformation roadmaps
• Collaborate effectively across EY teams and with client stakeholders to deliver quality outcomes within agreed timelines
• Contribute to the development of the Customer practice i.e. support industry events, thought leadership and development of new tools and methods

Skills and attributes for success

• Strong analytical and problem-solving skills
• Strong drive to excel professionally, and to guide and motivate others
• Advanced written, verbal and presentation skills
• Dedicated, innovative, resourceful, analytical and able to work under pressure
• Foster an efficient, innovative and team-oriented work environment

To qualify for the role, you must have

• A bachelor’s or master’s degree with 3-6 years of working experience in a problem-solving capacity. Preferably with experience in a business consulting role in a leading consultancy firm, designing and delivering transformation projects in the market
• Familiarity with business trends, best practices and technology solutions. Some fundamental experience in at least one of the competencies: customer strategy and experience, service and journey design, business transformation, operating model design and business process improvement would be helpful
• Some experience in the design or delivery in at least one or more of the following competencies:
• Customer strategy / experience and service design
• Innovation and design thinking
• Business transformation
• Business process improvement
• Programme or project management
• Change management and communications
• Data analytics, business intelligence or AI-enabled solutions

Ideally, you will also have

• Knowledge in large-scale transformation programmes or strategic initiatives
• Knowledge in customer experience, strategy, service design, Design Thinking and UI/UX
• Knowledge in Agile and/or traditional project management
• Knowledge in product management and development lifecycle
• Knowledge of change management frameworks and adoption approaches
• Knowledge in analytics, data visualisation or AI-enabled business solutions
• Knowledge with one or more priority sectors - Energy, Power & Utilities, Oil & Gas, Government and Public Sector, Education, Healthcare, Banking and Insurance

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you will be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you are ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers

EY offers a competitive remuneration package commensurate with your work experience, where you will be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), as needed, guided by our FWA Policy. Plus, we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.