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Consulting - Senior Consultant – Customer Service Transformation and AI
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
About Global Delivery Services
Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.
Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.
Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.
Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.
Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.
The Opportunity
The Senior Consultant - Customer Service AI led Transformation and AI will support the design and delivery of AI-enabled service transformation initiatives. This role combines analytical problem-solving, solution design, and implementation delivery. You will work closely with senior stakeholders to assess service operations, identify AI-led transformation opportunities, and deliver technology-enabled improvements across customer service and support functions. Additionally, you will contribute to building reusable assets and support practice growth initiatives aligned with business priorities.
Your Key Responsibilities
- Client Engagement & Delivery
- Support delivery of service transformation engagements from assessment through implementation, ensuring alignment with client objectives.
- Analyse current-state service processes, customer journeys, case management workflows, and performance metrics to identify improvement opportunities.
- Assist in designing AI-led service solutions such as chatbots, virtual assistants, intelligent routing, agent assist, and workflow automation.
- Support service operating model redesign including process optimization, workforce enablement, and SLA improvements.
- Contribute to implementation of AI, analytics, and service management solutions integrated with CRM/service platforms.
- Develop functional specifications, user stories, and process documentation to support solution delivery.
- Assist in preparing business cases and tracking benefits related to service efficiency, cost reduction, and customer satisfaction.
- Ensure quality and timely delivery of project workstreams.
- Technology & Innovation
- Apply AI/ML concepts, generative AI, and automation tools to enhance service processes and decision-making.
- Stay updated on emerging trends in AI-enabled service transformation, including conversational AI and intelligent service management.
- Business Development Support
- Support proposal development, RFP responses, and creation of client presentations.
- Contribute to development of reusable assets, accelerators, and thought leadership for service transformation and AI offerings
- Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.
Skills and attributes for success
Ideally, you’ll also
- Have experience delivering AI-led service transformation initiatives, including chatbots, automation, knowledge management, and case management transformation.
- Have exposure to leading service platforms, including CRM/service cloud solutions and ITSM tools.
- Demonstrate an understanding of customer experience metrics (CSAT, NPS) and service KPIs, and their role in improving service operations and customer outcomes.
What we look for
- 5+ years of experience in service transformation, customer operations, process improvement, or consulting.
- Consulting experience is preferred
- Experience in analysing service processes and supporting implementation of service or CRM platforms.
- Strong problem-solving, analytical, and stakeholder management skills.
- Familiarity with AI/automation concepts and service management tools.
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. Learn more.
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
- 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.
Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.
“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.
EY | Building a better working world
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
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