UKI Business Consulting - Customer Transformation, Service Designer – IXD, Manager
Location: Dublin 2 (Other locations: anywhere in Region)
Requisition ID: 1665079
Job Title: Business Consulting – Customer Transformation, Service Designer – IXD, Manager
Available for Work Visa Sponsorship: No
Business Area: Business Consulting - Customer Transformation
Contract Type: Full-Time – Permanent
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, develop and implement 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, tracking and implementing 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: 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
Experience in Service Design or a related field: 6‑7 years of proven experience.
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.
What working at EY offers
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 they can tailor to suit their individual preferences, including pension, maternity & paternity leave, discounted health insurance, bike‑to‑work scheme, free gym membership, and more.
As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.
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