Manager, Customer Transformation, Service Designer , IXD, Belfast or Derry, Londonderry

Job Description

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.

The opportunity

This is your chance to join a team that’s transforming how businesses connect with their customers. At EY, our Customer Transformation team helps clients reimagine their customer-facing functions through digital innovation,

developing and implementing customer strategies, digital solutions, user-centric services, operating models, and optimised products, experiences, marketing, and sales. You’ll work on exciting projects that shape customer experiences and drive sustainable growth.

Your key responsibilities

• Design Holistic Services by utilising human-centred design to identify pain points, co-design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes.
• Translate Requirements to Solutions by collecting and prioritising user needs and research-based insights, track and implement user benefits to ensure an optimal end-user experience.
• Foster open dialogue, active listening, a culture of innovation, and co-design solutions with a cross-functional team to drive measurable business growth.
• Clearly articulate complex ideas through storytelling, foster collaboration, and facilitate client workshops to create the most amazing services, products, and experiences.
• Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams.

• Advocate for user-centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences.
• Lead cross-functional teams, including designers and business analysts, while providing coaching and mentorship to colleagues to foster their professional development and enhance team performance.
• Project Management: Develop and maintain strategic roadmaps, manage budgets effectively, identify potential risks, and implement robust mitigation strategies.

Skills and attributes for success

• Research and Analytics: Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
• Design Strategy: Create meaningful concepts and design interactions based on unmet human needs.
• Innovation & Creativity: Design and test product concepts and services, iterating with stakeholders.
• Product and Service Development: Expertise in the entire development process, from problem-solving through concept development, to interface design.
• Analytical, problem-solving, and creative thinking abilities, with a focus on delivering outcomes and a passion for innovation.
• Strong understanding of user-centred design principles, design thinking and Agile methodologies.
• Strong Communication Skills: Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills.

Ideally, You’ll also have

• Experience with Lean, Six Sigma, and agile methodologies.
• Familiarity with Martech, CPQ, and emerging technologies.
• Experience as a Product Owner or Scrum Master is a plus.

What we look for

• Proven experience in Service Design or a related field.
• Degree in Design, Business, Computer Science, UX Design, Service Design, or a related field.
• Client Delivery: Demonstrated experience of working with or delivering for external clients.
• Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
• Communication & Interpersonal skills: Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
• Team adaptability: Capability to work collaboratively within a team and adapt to evolving priorities.

Inclusion & Diversity

We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.

We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.

Are you ready to shape your future with confidence? Apply today.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.