EY Senior Consultant/ Manager -Customer Technology-Business 

United Kingdom, Northern Ireland, Belfast 

163237927

We have a number of exciting, client facing roles for individuals with demonstrable consulting experience in the following areas:

• Customer Technology solutions, designing and delivering technical solutions, through gathering requirements, documenting process flows/user flows, all the way through to supporting (build, test, deployment, etc)
• Agile Programme Management & Project Delivery
• Workshop Development and Facilitation
• Stakeholder and Client Engagement and Management
• Business Analysis and Presentation including requirements gathering, prioritisation and development of delivery plans.
• Business Process Design and Optimisation including Lean & Process Improvement and Process Mapping customer/front office functions.
• Customer facing solution design, implementation and analysis
• Product Management
• CRM Implementation
• AI & Emerging Technology

Your key responsibilities

• Participate in the full project lifecycle (waterfall, hybrid, agile) from initial research and business case development to project planning, execution and close-out in customer facing role.
• Utilise your skills in the areas of technology, product management and agile implementation support.
• Perform business analysis tasks such as requirements gathering, prioritisation, and data analysis.
• Engage with senior client stakeholders to drive business outcomes by facilitating workshops and collaborating on projects aimed at enhancing organisational results and customer experience.
• Effectively analyse and define business and customer requirements through stakeholder engagements, process reviews, user story writing, product backlog development/support
• Work with developers, designers, business analysists, and testers to deliver customer-centred technology solutions, digital transformations and design-led innovation.
• Support the development and implementation of front office/ customer-facing transformation, omnichannel transformation and CRM implementation projects.
• Conduct business analysis and presentation activities, including requirements gathering, prioritization, and the development of delivery plans.
• Design and optimize business processes, including Lean and Process Improvement methodologies and process mapping.
• Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences.
• Support the implementation of digital and CX transformation strategies.

Skills and attributes for success

• Analytical & Problem Solving Skills: Ability to analyze and interpret data to identify trends and insights.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills to address business process issues and develop effective solutions.
• Communication Skills: Excellent verbal and written communication skills to interact with stakeholders and present findings clearly.
• Attention to Detail: High level of attention to detail to ensure accuracy in process documentation and analysis.
• Technical Proficiency: Familiarity with business process modelling tools and software (e.g., Microsoft Visio), CRM platforms (e.g. Microsoft Dynamics, Salesforce etc.) and tools to support the role of Product Owner (e.g. Microsoft Azure).
• Project Management: Basic understanding of project management principles and agile methodologies.
• Collaboration: Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Organisational Skills: Strong organisational skills to manage multiple tasks and projects simultaneously.
• Customer Focus: Understanding of customer needs and the ability to design processes that enhance customer experience.
• Stakeholder Engagement: Ability to engage with stakeholders at various levels to gather requirements and feedback.

To qualify for the role, you must have

• A minimum of 3-5 years of experience in customer experience at Senior Consultant Level, 6-7 years at Manager, consulting, or a related field.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Ability to think critically and challenge existing processes to identify areas for improvement.
• Basic understanding of Lean, Six Sigma and Agile principles and methodologies.
• Excellent presentation and facilitation skills
• Understanding of Martech, CRM platforms (SF, SAP, Microsoft dynamics etc.), CPQ and data & analytics
• Understanding of digital and emerging technology
• Commitment to continuous learning and improvement in business process design and optimisation.
• Product Owner/ Scrum Master/ Product Manager delivery experience applying agile and waterfall methodologies

We offer a competitive remuneration package. Our comprehensive benefits 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 and coaching 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.

All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:

• Hybrid Working
• Pension/Discounted Health Insurance
• Web Doctor
• Purchase of Additional Annual Leave
• Free Gym Membership
• Travel Pass
• Maternity & Paternity Leave
• Bike to Work Scheme
• Referral Bonuses & Recognition Awards
• Tech MBA paid by EY

Career Progression

• When you join EY, you will be supported to ensure that you are enhancing your skills from day one.
• Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.
• As you grow and develop here, you’ll discover opportunities to help customise your career journey, so that it’s as unique as you are - success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.
• We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.

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.