Join EY's Global Delivery Services team as a Manager focused on Customer Service Transformation and AI. This role is pivotal in driving AI-led service improvements within the Customer practice. You'll combine service strategy, AI solution design, process optimization, and delivery excellence to help clients reimagine their service journeys and contact center operations.

Your responsibilities will include collaborating with senior stakeholders to identify transformation opportunities, developing practical roadmaps, and delivering measurable enhancements in customer experience, service productivity, resolution quality, and operational efficiency through the responsible application of AI and automation.

EY offers a career path with unique opportunities, global scale, and an inclusive culture. We are committed to developing future-focused skills and providing world-class experiences within a flexible, diverse, and inclusive environment. Our commitment is to cultivate a space where diverse perspectives are celebrated and individuals can be their authentic selves.

Drive AI-led service transformation initiatives, focusing on service strategy, AI solution design, process improvement, and delivery excellence. Support clients in redesigning service journeys, contact center operations, field service, and knowledge-enabled support models using AI, automation, and analytics.

Collaborate with senior stakeholders to pinpoint transformation opportunities, shape strategic roadmaps, and achieve tangible improvements in customer experience, service productivity, resolution quality, and operational efficiency. Engage in business development activities by supporting the creation of AI-led service transformation opportunities and contributing to proposals and client presentations.

Lead workstreams in service transformation programs, from initial assessment to roadmap design and implementation support. Analyze service processes, customer journeys, operating models, and performance metrics to identify key areas for enhancement. Design AI-enabled service operating models, automation use cases, and adoption roadmaps aligned with client business objectives. Support the implementation of various AI use cases, such as virtual agents and intelligent routing, and develop business cases to quantify projected benefits.

We are seeking a Manager with a minimum of 8 years of experience in service transformation, customer operations, contact center transformation, field service transformation, digital service, or AI-enabled operations improvement. Consulting experience is highly desired.

You should have a proven track record of supporting or leading service transformation initiatives from assessment through implementation planning and adoption. A strong understanding of service journeys, contact center operations, case management, knowledge management, service KPIs, and customer experience improvement levers is essential.

Hands-on experience with AI, automation, analytics, CRM, service platforms, or digital workflow tools within customer service environments is required. Excellent stakeholder management, communication, problem-solving, and project delivery skills are critical for success in this role. Experience with AI-enabled service use cases and exposure to common service platforms are advantageous.