Join EY as a Senior Consultant in Customer Service Transformation and AI, where you will play a pivotal role in designing and implementing AI-driven service improvements. This position blends analytical problem-solving with solution design and delivery, focusing on optimizing customer service operations. You will collaborate with senior leaders to identify opportunities for AI-enabled enhancements and contribute to building reusable assets for practice growth.

EY's Global Delivery Services (GDS) network is a key strategic asset, comprising over 80,000 professionals across ten global locations. Our GDS teams provide critical support for EY's growth agenda, delivering exceptional client service in Consulting, Assurance, Tax, and Strategy & Transactions. The innovation specialists within GDS drive advancements in analytics, digital solutions, and emerging technologies to support client service and enablement teams.

Drive the delivery of service transformation projects from initial assessment through to full implementation, ensuring client objectives are met. Analyze existing service processes, customer journeys, and performance data to pinpoint areas for enhancement. Design and support the implementation of AI-powered service solutions, including chatbots, virtual assistants, intelligent routing, agent assistance, and workflow automation. Contribute to redesigning service operating models, focusing on process optimization, workforce development, and service level agreement (SLA) improvements. Implement AI, analytics, and service management solutions, integrating them with CRM and other service platforms. Develop detailed functional specifications, user stories, and process documentation to guide solution delivery. Assist in preparing business cases and tracking the benefits achieved through service efficiency gains, cost reductions, and improved customer satisfaction. Ensure the high quality and timely completion of project workstreams. Apply AI and automation tools to refine service processes and enhance decision-making capabilities. Stay abreast of the latest trends in AI-enabled service transformation and intelligent service management. Support business development efforts, including proposal writing and client presentations. Develop reusable assets, accelerators, and thought leadership for service transformation and AI offerings. Take ownership of decision-making, process optimization, resource management, and team oversight for task execution. Manage personnel, supervise team members, assign tasks, and ensure teams have the necessary support and tools for success, optimizing performance to achieve organizational goals.

A minimum of 5 years of experience in service transformation, customer operations, process improvement, or consulting is required. Consulting experience is highly desirable. Proven experience in analyzing service processes and supporting the implementation of service or CRM platforms. Demonstrated strong problem-solving, analytical abilities, and effective stakeholder management skills. Familiarity with AI and automation concepts, alongside experience with service management tools. Ideally, possess experience in delivering AI-led service transformation initiatives, such as chatbots, automation, knowledge management, and case management transformation. Exposure to leading service platforms, including CRM/Service Cloud solutions and ITSM tools, is preferred. Understanding of customer experience metrics like CSAT and NPS, and their application in enhancing service operations and customer outcomes.