Manager - Customer Service Transformation And AI

The Opportunity

The Manager – Customer Service Transformation and AI will drive AI-led service transformation initiatives within the Customer practice, combining service strategy, AI solution design, process improvement, and delivery excellence. The role will support clients in reimagining service journeys, contact centre operations, field service, and knowledge-enabled support models through responsible use of AI, automation, analytics, and workflow orchestration. You will work with senior stakeholders to identify transformation opportunities, shape practical roadmaps, and deliver measurable improvements in customer experience, service productivity, resolution quality, and operating efficiency.

 

Your Key Responsibilities

Business Development & Market Leadership

• Support the development of AI-led service transformation opportunities across advisory and implementation engagements, contributing to pipeline growth and client relationship expansion.
• Contribute to proposals, RFP responses, solution narratives, and executive presentations focused on service modernization, AI adoption, and customer operations improvement.
• Support GTM development for AI-enabled service offerings across sectors, including contact center transformation, intelligent case management, field service optimization, and digital self-service.
• Develop reusable assets, accelerators, and points of view on AI-led service transformation, customer operations, and service experience modernization.
• Stay current on emerging service models, AI adoption patterns, automation trends, and customer expectations that may influence client service transformation priorities.

Client Engagement & Delivery

• Lead workstreams within service transformation programs from current-state assessment through roadmap design, implementation planning, and adoption support.
• Assess service processes, customer journeys, operating models, channel mix, agent workflows, knowledge management practices, and performance metrics to identify improvement opportunities.
• Design AI-enabled service operating models, service blueprints, automation use cases, governance structures, and adoption roadmaps aligned to client business outcomes.
• Support implementation of AI use cases such as virtual agents, agent assist, intelligent routing, case summarization, sentiment insights, knowledge search, predictive service, and workflow automation.
• Partner with technology, data, and business teams to translate service pain points into business requirements, solution concepts, process maps, and delivery-ready backlogs.
• Develop business cases and benefits models to quantify productivity gains, containment improvement, average handle time reduction, service quality improvement, and cost-to-serve impact.
• Ensure delivery quality across assigned workstreams, including scope management, stakeholder coordination, milestone tracking, issue resolution, and executive reporting.
• Support change management and adoption activities to improve stakeholder readiness, responsible AI usage, and operational sustainability.

Technology & Innovation

• Enable teams to leverage AI, automation, analytics, CRM, contact center platforms, knowledge management systems, and workflow tools to improve service outcomes.
• Work with cross-functional teams to define data, integration, and governance considerations required for AI-enabled service transformation.
• Identify opportunities to build accelerators, prototypes, and reusable methods for AI-enabled service discovery, solution design, and benefits tracking.

Leadership & People Development

• Manage small to mid-sized project teams or workstreams, ensuring high-quality deliverables, structured problem solving, and timely execution.
• Coach consultants and analysts on service transformation methods, requirements structuring, stakeholder engagement, and AI-led operating model design.

 

Skills and attributes for success

Ideally, you’ll also   

• Experience with AI-enabled service use cases such as virtual agents, agent assist, intelligent routing, case summarization, and predictive service insights.
• Exposure to service platforms such as Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, ServiceNow CSM, Genesys, NICE, Amazon Connect, or similar technologies.
• Industry experience across B2B, professional services, technology, manufacturing, consumer, healthcare, utilities, or financial services sectors.

 What we look for

• 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 desired.
• Proven experience supporting or leading service transformation initiatives from assessment through implementation planning and adoption.
• Strong understanding of service journeys, contact center operations, case management, knowledge management, service KPIs, and customer experience improvement levers.
• Hands-on experience with AI, automation, analytics, CRM, service platforms, or digital workflow tools in customer service environments.
• Strong stakeholder management, communication, problem-solving, and project delivery skills.

 

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. 

• Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.
• Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.
• People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.
• Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.
• How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

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