Join EY and contribute to shaping the future of insurance and financial services clients through exceptional Customer Experience (CX) and Service Transformation. You’ll be part of a global team dedicated to building a better working world, leveraging your expertise to drive innovation and deliver outstanding client value. This role offers a unique opportunity to grow your career in a supportive, inclusive, and globally connected environment.

Define and execute customer and service transformation strategies, design end-to-end customer journeys, and implement AI-driven service models. You will shape service operating models, processes, and performance metrics across the customer lifecycle. Responsibilities include driving omni-channel transformations, identifying digital and AI use cases, and collaborating with clients and internal teams to implement innovative solutions. Additionally, you will act as a trusted advisor, conduct assessments, and provide insightful recommendations.

A minimum of 6-8 years of experience in CX/Service Transformation for global insurance and financial services clients is required. You should possess hands-on experience with leading CRM/BPM tools, demonstrate strong analytical and data-driven decision-making skills, and have excellent communication and stakeholder influencing abilities. A business consulting background with sound knowledge of insurance business processes, customer journey design, and design thinking is preferred. Experience with design collaboration tools like Mural, Miro, or Visio is essential. Candidates with a Tier 1/2 MBA and significant industry or consulting experience in insurance for CX/Service transformation are highly desired.