Business Consulting - Customer, Manager/ Senior Manager

In a world of dramatic and fast-paced change, organisations are under increasing pressure to transform their businesses, deliver exceptional customer experiences, and realise measurable value from their investments. As a customer advisory professional, you’ll provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you’ll work closely with our clients to design and deliver transformation programmes that improve customer outcomes, optimise business performance, and create sustainable competitive advantage. 

Through our structured learning and development program, you’ll develop the skills, knowledge and experience to help grow our clients’ businesses. And with a network that stretches across the world, you’ll gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

The opportunity

We are looking for Managers to join our leading Customer Consulting team. Our leaders are passionate about helping our clients transform their business and enhance customer experience. They are smart, switched on and bring a strategic, creative and analytical mindset.  Above all they want to make a real difference to our client’s business and their customers.

Managers lead our project team’s day to day and work closely with our clients to lead, inspire and influence thinking within the project.  They are expected to coach and develop their team members and are responsible for the delivery of complex workstreams and solutions.  They work closely with senior client stakeholders to shape strategic direction, manage complex workstreams, facilitate critical decision-making and ensure successful delivery of transformation outcomes. They are comfortable working with a level of ambiguity and at a fast pace in a dynamic environment.

Our managers enjoy working on varying projects and are open to learning about new industries and new cultures.  They work across the project lifecycle from strategy through to design and execution.  They deliver outstanding service to our clients and in do so in a way which helps achieve our purpose of “build a better working world”.

Your key responsibilities

• Lead complex projects and workstreams comprising a mix of EY and client’s resources, with overall accountability delivering the expected outcomes to quality, time and budget
• Build highly collaborative, high-performing team environments and coach junior team members throughout project delivery
• Build trusted client relationships, identify and address client needs, and lead client discussions, executive-level presentations and workshops
• Lead business transformation initiatives including operating model design, future-state design, process redesign and transformation roadmap development
• Lead customer transformation programmes including customer strategy, customer journey design, service design, customer engagement and experience improvement initiatives
• Oversee programme governance, risk management, issue resolution, dependency management and executive reporting activities
• Contribute to the development of the Customer practice i.e. support industry events, thought leadership and development of new tools and methods

Skills and attributes for success

• Strong analytical and problem-solving skills
• Strong stakeholder management and client-relationship building skills
• Advanced written, verbal and presentation skills
• Dedicated, innovative, resourceful, analytical and able to work under pressure
• Ability to lead teams and manage multiple priorities in a dynamic environment

To qualify for the role, you must have

• A bachelor’s or master’s degree with 6-12 years of working experience in a problem-solving and project management. Preferably with experience in a business consulting role in a leading consultancy firm, designing and delivering transformation projects in the market
• Familiarity with business trends, best practices and technology solutions. Some fundamental experience in at least one of the competencies: customer strategy and experience, service and journey design, business transformation, operating model design and business process improvement would be helpful
• Some experience in the design or delivery in at least one or more of the following competencies:
• Customer strategy / experience and service design
• Innovation and design thinking
• Business transformation
• Business process improvement
• Operating model design
• Programme or project management
• Change management and communications
• Data analytics, business intelligence or AI-enabled solutions

Ideally, you will also have

• Experience in customer / user experience and business transformation
• Experience in Agile and/or traditional project management
• Experience in product management and development lifecycle
• Experience in Design Thinking, UI/UX
• Experience in analytics, data visualisation or AI-enabled business solutions
• Knowledge of change management frameworks and adoption approaches
• Knowledge with one or more priority sectors - Energy, Power & Utilities, Oil & Gas, Government and Public Sector, Education, Healthcare, Banking and Insurance

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you will be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you are ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers

EY offers a competitive remuneration package commensurate with your work experience, where you will be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), as needed, guided by our FWA Policy. Plus, we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build

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. 

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.