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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading customer service transformation programmes, particularly within contact centre environments, while applying AI and technology at scale to drive measurable business outcomes. Proven ability to build and maintain senior client relationships, influence strategic decisions, and lead multidisciplinary teams to deliver excellence in service design and implementation.
Highest-signal resume keywords
Customer Service TransformationAI Application at ScaleStakeholder ManagementCRM Platforms ExpertiseTeam Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service TransformationAI ApplicationService Design MethodsTransformation RoadmapsContact Centre TechnologiesBusiness DevelopmentRevenue GenerationOperational OutcomesFinancial OutcomesTechnology-Enabled Improvements
Soft Skills
Trusted AdvisorInfluencing CapabilityCoaching and DevelopmentSelf-StarterExplorative Mindset
Tools & Technologies
GenesysTwilioCRM PlatformsDigital EcosystemsContact Centre Technologies
Industry Keywords
Customer ExperienceTransformation ProgrammesCommercial AcumenMarket PositioningRegulatory Developments
About the role
Key responsibilities & impact- Lead and oversee large-scale customer service transformation programmes
- Ensure delivery drives measurable business and customer outcomes
- Own strategic direction of engagements, shaping scope, approach and transformation roadmaps
- Apply AI, automation and emerging technologies at scale within contact centres
- Define technology-enabled improvements in customer experience and efficiency
- Act as trusted advisor to senior client stakeholders
- Influence decisions and shape long-term transformation agendas
- Ensure delivery excellence, quality, pace and commercial discipline
- Own and deepen senior client relationships
- Position EY Studio+ as a trusted customer service transformation partner
- Shape and evolve EY Studio+ propositions in customer service, contact centres and AI-enabled transformation
- Own a sales target for business development and programme execution
- Drive business development and revenue growth
- Originate opportunities and expand strategic client accounts
- Represent EY Studio+ externally through thought leadership, market presence and brand recognition
- Monitor industry trends, technologies and regulatory developments
- Bring relevant insights into client engagements and internal thinking
- Build, lead and develop multidisciplinary teams
- Create and deliver services that improve existing services, invent new ones and grow businesses
Requirements
What you’ll need- Extensive experience leading customer service transformation programmes, particularly within contact centre environments
- Proven track record applying AI and technology at scale to drive customer, operational and financial outcomes
- Demonstrated ability to operate across strategy, design and implementation, shaping and delivering complex transformation journeys
- Strong history of owning and growing client accounts, contributing to revenue generation and long-term relationships
- Established credibility with senior stakeholders, acting as a trusted advisor on transformation and innovation
- Experience leading large and/or multiple teams, ensuring delivery excellence across engagements
- Strong understanding of CRM platforms and customer service ecosystems at enterprise level
- Track record contributing to practice growth, proposition development and market positioning
- Strong understanding of contact centre technologies, AI and digital ecosystems
- Experience working with or alongside contact centre technologies such as Genesys, Twilio or similar platforms
- Strong stakeholder management and influencing capability
- Proven ability to build, lead and inspire high-performing teams across multiple engagements
- Established track record coaching and developing senior team members
- Commercial acumen balancing client value, delivery quality and financial performance
- Ability to shape value propositions for clients to purchase Consulting services across people, process and technology
- Demonstrable customer service transformation portfolio applying AI to customer contact centre improvement projects, programmes and initiatives
- Competence in service design methods and ability to guide clients through a service design process
- Self-starter with an explorative mindset
- Ability to navigate complex people, organisational, technology, policy and regulatory environments
Benefits
Comp & perks- Competitive remuneration package with rewards for individual and team performance
- Flexible working support
- Career development
- FlexEY benefits selection covering holidays, health and well-being, insurance, savings, discounts, offers and promotions
- Support, coaching and feedback from engaging colleagues
- Opportunities to develop new skills and progress your career
- Freedom and flexibility to handle the role in a way that suits you
- Training, opportunities and creative freedom