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 developing and implementing Customer & UX 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

• Collaborate with clients to understand the market and customer needs, and business objectives.
• Define the product vision and strategy, aligning it with business goals and customer needs.
• Utilise human-centred design methodologies to ideate, co-design and conceptualise innovative product solutions.
• Create user journey maps to identify customer pain points and opportunities.
• Design prototypes to validate solutions.
• Facilitate workshops to engage and inspire stakeholders in the value of a design-led process.
• Conduct user testing to gather feedback and turn them into actionable steps to refine product solutions.
• Collect, prioritise and translate comprehensive product requirements into features and user stories.
• Skilled in creating and maintaining product roadmaps, managing budgets, identifying risks and developing mitigation strategies.
• Foster open dialogue, active listening, and a culture of innovation to create a collaborative environment, co-designing solutions to drive successful outcomes.
• Work closely with cross-functional teams, including UX designers, developers, and business analysts, to ensure alignment on project goals and successful product delivery.
• Facilitate various client workshops, discussions and effectively present concepts and solutions to multiple stakeholders.
• Build strong relationships and advocate for user-centred design principles, ensuring that the product meets user needs and provides a positive experience.

Skills and attributes for success

• UX Design: proficient in creating prototypes that communicate user requirements effectively, and test prototypes to enhance user satisfaction.
• Strategic Thinking and Business Acumen: ability to develop and implement strategies and expertise in leveraging strategic thinking to identify opportunities and drive business growth. Strong strategic planning and execution skills.
• Product Management: ability to manage and deliver products and implementation projects across the entire lifecycle. Strong organisational and time management skills.
• Strong understanding of user-centred design principles, design thinking methodology. Familiarity with project management methodologies (Agile, Waterfall) and experience in leading cross-functional teams.
• Strong analytical, problem-solving and creative thinking abilities, with a focus on delivering outcomes and results. A passion for innovation and a relentless drive to deliver exceptional client outcomes.
• Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences.
• Strong communication and presentation skills, expertise in developing and facilitating client workshops. Ability to create future visions for products and services that inspire and meet service user needs.  
• Stakeholder and Client Engagement and Management: Ability to engage directly with senior client stakeholders. Strong relationship-building and interpersonal skills.

What we look for

• Moderate amount of experience in customer practice at Senior Consultant Level.
• Degree in Business augmented by a qualification in STEM (e.g. Computer Science, UX Design, Product Design, Human Factors Engineering) or a related field.
• If only one qualification, then proven experience in an augmented or related field e.g., a business degree with a background in technology delivery or UX design
• Proven track record of designing and delivering successful products or delivering digital transformation projects from strategy to implementation. 
• Experience in working with developers, designers, business analysts, and testers to deliver customer-centred technology solutions, digital transformations and design-led innovation. 
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Understanding of CMS platforms (e.g. AEM, Sitefinity), CRM platforms (e.g. Microsoft Dynamics, Salesforce), digital and emerging technologies, AI, and data & analytics. Experience with using Figma and Microsoft Azure

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.