Director, Service & Operations in London

Director - Service & Operations, EY Studio+ UK

About EY Studio+ UK

Growth comes from solving problems that matter for people, customers, patients, employees, and society at large. At EY Studio+ UK, we are building a better working world, by putting the human first. Our work is rooted in the way people make decisions, it's helps us to help businesses make better choices and solve the most pressing problems. We work with organisations to create the platforms, products and services for tomorrow; making the world an easier, more enjoyable and sustainable place to live and work.

We don't yet have all the answers, because that'd be boring. We do have some of the best minds in the business and we are comfortable navigating complexity every day.

We're privileged to have access to senior critical thinkers in our clients, and we have conversations that excite us and challenge us all the time. We're becoming an increasingly bigger part of an established global business, which throws up challenges and opportunities every day. Our way of thinking and doing business is infectious, and infecting more and more of the world around us, but that challenges us to go further and scale faster than before. Becoming part of EY Studio+ UK means getting on to enjoy this ride.

The opportunity

The work we do is big. Big in scale, big in ambition, big in impact - and big projects get taken seriously. We don't create outputs for the sake of it. We don't create work that sits in drawers, never to be revisited. We create work that is driven to implementation.

The work we do is varied. We work across sectors (from government, healthcare, financial services and fast-moving consumer goods) to tackle a huge variety of problems in a huge variety of ways. One week you could be interviewing customers in their homes to understand how they make sense of their money, the next month you could be leading a workshop in Whitehall to articulate how a government department can embed innovation in their organisation.

We take our practitioners seriously and you will be given the freedom and support to develop your craft, your thinking, your work and your career in a way that suits you and delivers for the practice and your clients.

Responsibilities, Qualifications, Certifications

The role

We are looking for a Customer Service Transformation specialist [Director] to join the Customer Service & Operations (S&O) Practice at EY Studio+ UK, bridging the gap between S&O and Customer Service Design. This person needs to have both customer contact centre and AI experience.

This role is open to those with demonstrable experience of customer service transformation work, working to solve client issues in a structured and methodical way. You will have a portfolio of projects that you can talk through and demonstrate how you have applied AI to customer contact centre improvement projects, programmes and initiatives either in house or within a consulting role.

There are a couple of things that we ask of everybody.

• You will be endlessly inquisitive, and ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to articulate a service that solves it.
• You will be a natural collaborator. Ideas breed ideas, and so we work multi-disciplinary teams and embed clients in our process. We work in the open, we share our thinking early and we build on each other's contribution.
• You will be visual. We work generatively. We create things to clarify thinking, align understanding and move towards a solution that works.
• You will be iterative. No-one gets it right first time. We don't expect to.
• You will be ambitious yet realistic in your solutions. Our work sits in the sweet spot between desirable, viable, feasible and allowable. Getting it there is a big part of what we do.
• You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.
• You will navigate complexity. People, organisations, technology, policies, regulations. Designing services puts you at the centre of complexity. We need to make sense of it all quickly, and flex and adapt to move through it effectively.
• You'll be fascinated by service in all its forms with a desire to deliver great solutions in the teams we put together for clients, to help them improve existing services, invent new ones, and ultimately grow businesses.
• You will be competent in service design methods, and know how to shepherd clients through a service design process, creating good work and advocates for EY Studio+ UK as you go.
• You will be a self-starter and have an explorative mindset, creating new perspectives and identifying the spaces you can be impactful for both EY Studio+ UK and its clients.

Your key responsibilities

• Lead and oversee large-scale customer service transformation programmes, ensuring delivery drives measurable business and customer outcomes
• Own the strategic direction of engagements, shaping scope, approach and transformation roadmaps in line with client priorities
• Apply AI, automation and emerging technologies at scale within contact centres, defining how these enable step-change improvements in experience and efficiency
• Act as a trusted advisor to senior client stakeholders, influencing decision-making and shaping long-term transformation agendas
• Ensure delivery excellence across engagements, maintaining quality, pace and commercial discipline
• Own and deepen senior client relationships, positioning EY Studio+ as a trusted partner in customer service transformation
• Shape and evolve EY Studio+ propositions, particularly 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, originating opportunities and expanding strategic client accounts
• Represent EY Studio+ externally, contributing to thought leadership, market presence and brand recognition
• Stay informed on industry trends, technologies and regulatory developments, bringing relevant insight into client engagements and internal thinking

Skills and attributes (for success in the role)

• Strong understanding of contact centre technologies, AI and digital ecosystems, and how to apply them strategically
• Experience of working with or alongside contact centre technologies (e.g. Genesys, Twilio or similar platforms)
• Strong stakeholder management and influencing capability, with the ability to navigate complex organisational dynamics
• Proven ability to build, lead and inspire high-performing teams across multiple engagements
• Established track record of coaching and developing senior team members
• Commercially astute, with the ability to balance client value, delivery quality and financial performance
• Shaping value propositions for clients to purchase Consulting services to enable greater performance across people, process and technology

To qualify for the role you must have...

• Extensive experience leading customer service transformation programmes, particularly within contact centre environments
• Proven track record of 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 an enterprise level
• Track record of contributing to practice growth, proposition development and market positioning

What working at EY offers

We offer a competitive remuneration package where you'll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that's right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we're using the finance products, expertise and systems we've developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

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

Join us in a building a better working world.