EY DET-TT- Tech Strategy Manager 

India, Karnataka, Bengaluru 

346668266

Department : Technology Consulting

The primary role of a CX Manager - Customer Experience (CX) would be to make an immediate, direct contribution towards enhancing our clients’ competitive position and performance in ways that are distinctive, innovative, and sustainable. To do this, following are key requirements for the role of Manager – Customer Experience (CX).

Minimum Qualifications

• Experience in CX Strategy/ CX Design, CX Target Operating model or Technology enablement
• Experience in end-to-end customer journey mapping and skilled at designing customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention.
• Clear understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
• Experience in facilitating process walkthroughs, process mapping and radical process re-design.
• Well-developed business acumen and strong problem-solving attitude with the ability to visualize scenarios, possible outcomes & operating constraints.
• Good communication skills both written and oral, ability to make impactful presentations & expertise at using excel & PPTs
• Should be able to analyse information available across various formats and derive actionable insights.
• Demonstrated ability to handle operations smoothly and to lead by influence, including the delivery of cross functional and transformation projects.
• Well versed with Microsoft office tools (Excel/Word, PowerPoint etc.).
• Must be a Team player (Raises issues/concerns and seeks meaningful resolution, proactive and communicates clearly).
• Strong interpersonal skills and ability to navigate multiple stakeholders across projects or programs.
• Strong sense of ownership and accountability of tasks with attention to detail.
• Willingness to travel for short- and long-term duration.

Good to have:

• Managed end to end customer service or retail operations transformation
• Possess in-depth knowledge of quality and operational excellence metrics and processes.
• Experience in key customer experience related domains: Conversational AI/ Generative AI, Digital Contact Center solutions, virtualization, B2B Experience Management and Retail
• Digital enablement, Lean and Agile experience is an added advantage.

Education and experience

• Years of Experience: minimum of 9 years and above
• BE/ B.Tech along with MBA from top tier B-School

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.