Con-Business Con-Business Trans-Customer Experience Design-Manager-Multiple Positions-1708995

📍 Job Overview

Job Title: Customer Experience Design Manager - Business Transformation

Company: EY (Ernst & Young U.S. LLP)

Location: New York, NY

Job Type: Full-Time

Category: Business Consulting / Customer Experience Design

Date Posted: May 11, 2026

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic design and delivery of client-facing digital products, ensuring exceptional user experiences that align with product visions.

• Drive the end-to-end user-centered design process, from research and ideation to wireframing, prototyping, and iteration.

• Manage and mentor teams of diverse professionals, fostering a collaborative environment focused on innovation and quality.

• Cultivate strong, long-term client relationships and actively identify opportunities for business development within the consulting practice.

• Contribute to EY's mission of building a better working world by delivering high-impact consulting services.

📝 Enhancement Note: This role is positioned within EY's Business Consulting practice, focusing specifically on Business Transformation through Customer Experience (CX) Design. The "Manager" title signifies a leadership role responsible for project delivery, team management, and client relationship development, rather than purely individual contribution. The emphasis on "Multiple Positions" suggests this is a growth area for EY, indicating strong demand and potential for career advancement.

📈 Primary Responsibilities

• Coordinate and lead the implementation of user-centered design methodologies for clients' digital products.

• Manage the creation and delivery of key design artifacts, including sitemaps, wireframes, and interactive prototypes, ensuring alignment with client product visions and user needs.

• Conceive, plan, and conduct comprehensive user and stakeholder research to identify design problems and inform strategic solutions.

• Drive rapid testing and iteration cycles for design solutions, ensuring continuous improvement and optimization.

• Facilitate workshops for clients and internal teams on design principles, consulting skillsets, and iterative design practices.

• Collaborate effectively with cross-functional teams and senior stakeholders, championing innovative ideas and elevating the quality of client deliverables.

• Manage and motivate diverse teams of professionals, providing guidance, feedback, and development opportunities.

• Ensure the consistent delivery of high-quality client services by closely monitoring project progress and outcomes.

• Demonstrate in-depth technical capabilities in CX design and a strong understanding of consulting best practices.

• Cultivate and maintain long-term client relationships, acting as a trusted advisor.

• Identify and pursue business development opportunities to expand EY's consulting engagements.

📝 Enhancement Note: The responsibilities highlight a dual focus: deep expertise in customer experience design execution and strong consulting/client management skills. The role requires not only technical proficiency in design tools but also the ability to manage projects, teams, and client expectations, which are critical for a Manager-level position in a professional services firm.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Business, Management, Computer Science, Information Systems Management, Human Computer Interaction, Interactive Media, Communications, Design, or a closely related field.

Experience:

• Minimum of 5 years of progressive, post-baccalaureate related work experience (or 4 years with a Master's degree).

• Minimum of 3 years of experience in one or a combination of the following: Customer or User Experience Strategy and Research, Business Strategy, Product Design, and/or Design Planning.

• Minimum of 3 years of experience leveraging skillsets such as market and user research, requirements gathering, business case development, KPI management, and/or business architecture definition.

• Minimum of 3 years of experience utilizing one or a combination of the following prototyping software: Adobe Creative Suite, Sketch, Keynote, InVision, Figma, and/or other similar prototyping software.

• Minimum of 3 years of experience managing and supervising teams of professional employees, including mentoring, providing development feedback, and conducting performance processes.

• Minimum of 2 years of experience with B2B, B2B2C, and B2C business models, and the omnichannel landscape.

• Minimum of 2 years of experience in understanding buyers' behavior and patterns on technology platforms.

Required Skills:

• User-Centered Design: Proven ability to lead and execute user-centered design approaches for digital products.

• Customer/User Experience Strategy: Expertise in developing and implementing comprehensive CX/UX strategies.

• Product Design & Development: Strong understanding of the product lifecycle and design principles.

• Prototyping & Wireframing: Proficiency with industry-standard tools (e.g., Figma, Adobe XD, Sketch) to create detailed sitemaps, wireframes, and interactive prototypes.

• User Research & Analysis: Experience in conducting user research, analyzing findings, and translating them into actionable design insights.

• Team Leadership & Management: Demonstrated ability to manage, mentor, and motivate teams of professionals.

• Client Relationship Management: Skill in building and maintaining strong, long-term client relationships and networks.

• Business Acumen: Understanding of business strategy, business models (B2B, B2C), and business case development.

Preferred Skills:

• Business Transformation: Experience in driving significant business changes through strategic initiatives.

• Omnichannel Strategy: Deep understanding of creating seamless customer journeys across multiple channels.

• Requirements Gathering & Business Architecture: Ability to translate business needs into technical requirements and design architectural frameworks.

• KPI Management: Experience in defining, tracking, and analyzing Key Performance Indicators for CX initiatives.

• Workshop Facilitation: Proven ability to lead effective workshops for diverse groups.

• Consulting Methodologies: Familiarity with established consulting frameworks and delivery models.

📝 Enhancement Note: The requirements are detailed and specific, emphasizing a blend of technical design skills, strategic business understanding, and leadership capabilities. The iterative nature of the experience requirements (e.g., "3 years of experience in one or a combination of...") suggests that candidates can draw from various roles and projects to meet these criteria, provided the core competencies are demonstrated. The mention of "Employer will accept any suitable combination of education, training or experience" indicates flexibility, but candidates should still aim to meet the core years of experience outlined.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in CX Design: Showcase detailed case studies of past projects demonstrating a user-centered design approach from problem identification to solution implementation and impact.

• Process Optimization Examples: Include examples of how you've analyzed existing processes, identified pain points, and redesigned them to improve user experience and achieve business objectives.

• System Implementation & Integration: If applicable, highlight projects involving the design or integration of systems that directly impact customer experience, demonstrating an understanding of how technology enables CX.

• ROI & Impact Demonstration: For each project, clearly articulate the business impact, ideally quantified with metrics such as increased conversion rates, improved customer satisfaction scores (CSAT/NPS), reduced support costs, or enhanced user engagement.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping current state user journeys and workflows, and designing optimized future state processes that are user-friendly and efficient.

• User Research Methodologies: Document the methods used for user research (e.g., interviews, surveys, usability testing) and how the insights were synthesized and applied to design decisions.

• Prototyping & Iteration Cycles: Illustrate the process of rapid prototyping and iterating on designs based on user feedback and stakeholder input.

• Cross-Functional Collaboration Frameworks: Show how you've collaborated with engineering, product management, marketing, and sales teams to ensure cohesive product development and delivery.

📝 Enhancement Note: For a Manager-level role in a consulting firm like EY, a portfolio is critical. It needs to go beyond just showcasing visual design work. Candidates must demonstrate strategic thinking, process management, team leadership, and the ability to quantify business impact. The portfolio should tell a story of problem-solving, strategic application of design principles, and measurable results.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Coverage: Includes medical and dental coverage.

• Retirement Planning: Pension and 401(k) plans are offered.

• Generous Paid Time Off (PTO):

  • Flexible vacation policy, allowing employees to determine necessary time off based on personal circumstances.
  • Designated EY Paid Holidays.
  • Winter/Summer breaks.
  • Personal/Family Care leave.
  • Other leaves of absence as needed to support well-being.

• Team-Led and Leader-Enabled Hybrid Model: Expectation for client-serving roles to work together in person 40-60% of the time over the course of an engagement, project, or year.

Working Hours:

• Standard work week: Monday – Friday, 40 hours per week.

• Typical daily hours: 8:30 am – 5:30 pm.

• Travel Requirement: Requires domestic travel up to 50% to serve client needs.

📝 Enhancement Note: The salary provided is a base salary; total compensation will likely include performance-based bonuses and other incentives common in consulting roles. The benefits package is robust, emphasizing flexibility and well-being, which is attractive to experienced professionals. The hybrid model with a significant in-person component for client-facing roles is typical for consulting firms.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Consulting (specifically focused on Business Transformation and Technology Advisory).

Company Size: EY is a global leader in professional services, employing over 300,000 people worldwide. This specific role is within EY U.S. LLP.

Founded: Ernst & Young was formed in 1989 through the merger of Ernst & Whinney and Arthur Young. The firm has a long history of providing assurance, tax, transaction, and advisory services.

Team Structure:

• Operations Team Aspect: This role is part of the Business Consulting practice, likely within a broader Digital or Customer Transformation service line. The team would comprise consultants, designers, strategists, and project managers with diverse skill sets.

• Reporting Structure: As a Manager, you would likely report to a Senior Manager or Partner within the practice. You would be responsible for managing teams of Analysts, Senior Analysts, and potentially other Consultants.

• Cross-Functional Collaboration: Expect significant collaboration with other EY service lines (e.g., Technology Consulting, Strategy and Transactions, Tax) and external client teams across various departments (IT, Marketing, Sales, Operations).

Methodology:

• Data Analysis & Insights: Emphasis on leveraging data analytics and market research to inform strategic decisions and design solutions.

• Workflow Planning & Optimization: Structured approaches to analyzing, designing, and improving business processes and customer journeys.

• Automation & Efficiency: Utilizing technology and innovative approaches to drive efficiency and transform business operations for clients.

Company Website: https://www.ey.com/en_us/careers

📝 Enhancement Note: EY's culture emphasizes ethical conduct, integrity, and building a better working world. As a global professional services firm, it offers significant opportunities for exposure to diverse industries, complex problems, and cutting-edge technologies. The emphasis on continuous learning, transformative leadership, and diversity is central to their employer brand.

📈 Career & Growth Analysis

Operations Career Level: Managerial level within Business Transformation and Customer Experience Design. This role requires demonstrated leadership, client management, and deep functional expertise. It is a critical step for individuals aiming for Senior Manager, Director, or Partner roles within consulting.

Reporting Structure: Reports to a Senior Manager or Partner. Manages project teams, including junior consultants and analysts. Regularly interacts with senior client stakeholders.

Operations Impact: This role has a direct impact on client success by designing and implementing strategies that improve customer experience, drive digital transformation, and ultimately enhance client revenue and market position. The work contributes to EY's reputation and growth in the advisory space.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in CX design, business strategy, digital transformation, and specific industry verticals. Access to EY's extensive training and development programs.

• Leadership Development: Formal leadership training, mentorship programs, and opportunities to lead larger, more complex engagements and teams.

• Career Progression: Clear pathways for advancement to Senior Manager, Director, and Partner roles, with performance-based promotion cycles. Potential to specialize in niche areas or lead service lines.

📝 Enhancement Note: EY is known for its structured career development framework. For a Manager, growth typically involves expanding client portfolios, leading larger teams, developing new service offerings, and contributing to the firm's intellectual capital and business development efforts. The firm invests heavily in developing its leaders.

🌐 Work Environment

Office Type: EY operates a hybrid work model. While the role involves significant client-site work (up to 50%), there will also be opportunities to work from EY offices or remotely, depending on project needs and team collaboration requirements. The "team-led and leader-enabled hybrid model" suggests flexibility within defined parameters.

Office Location(s): The primary office location is New York, NY. Client engagements may require travel to various client sites across the United States.

Workspace Context:

• Collaborative Environment: Expect a dynamic, fast-paced environment where collaboration is key. Teams often work closely together, both on client sites and within EY offices, fostering a strong sense of camaraderie and shared purpose.

• Operations Tools & Technology: Access to EY's internal technology stack, collaboration platforms, and a wide array of digital tools and resources to support client work and internal operations.

• Team Interaction: Frequent interaction with colleagues at all levels, including opportunities for knowledge sharing, mentorship, and informal networking.

Work Schedule: The standard 40-hour work week (8:30 am - 5:30 pm) is a baseline. However, consulting roles often require flexibility, with longer hours during critical project phases or client deadlines. The hybrid model aims to balance this with personal needs.

📝 Enhancement Note: The hybrid model at EY, particularly for client-facing roles, means that "office" time is often project-dependent. Days spent in an EY office would likely be for internal team meetings, training, or project work not requiring client presence, emphasizing collaboration and knowledge sharing among EY professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review, potentially followed by a brief screening call with a recruiter to assess basic qualifications and interest.

• Hiring Manager Interview: In-depth discussion with the hiring manager focusing on your experience, leadership capabilities, and understanding of CX design and business transformation.

• Case Study / Presentation: Likely a case study exercise or a request to present a portfolio piece. This assesses your problem-solving skills, strategic thinking, ability to articulate complex ideas, and presentation skills. Expect to discuss your process, design decisions, and the impact of your work.

• Team/Peer Interviews: Interviews with other Managers or Senior Managers on the team to assess cultural fit, collaboration style, and technical depth.

• Partner/Director Interview: Final interview with a senior leader to discuss your career aspirations, fit with EY's values, and potential for long-term growth within the firm.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best represent your skills in CX design, strategy, leadership, and impact. Ensure diversity in project types if possible (e.g., B2B, B2C, digital product, process redesign).

• Structure Your Narrative: For each project, clearly outline: the client's challenge, your role and responsibilities, the process you followed (research, ideation, design, testing, implementation), the key decisions made, the solutions developed, and the measurable business outcomes/ROI achieved.

• Highlight Leadership & Collaboration: Emphasize your role in leading teams, managing stakeholders, and collaborating with cross-functional partners.

• Quantify Impact: Use data and metrics wherever possible to demonstrate the value and success of your projects. Be prepared to discuss how you measured success and what KPIs were tracked.

• Tailor to EY: Understand EY's service offerings and values. Frame your experience in a way that aligns with how EY approaches client challenges in business transformation and customer experience.

Challenge Preparation:

• Understand EY's Consulting Approach: Research EY's methodology for business transformation and digital advisory services.

• Practice CX Scenarios: Be prepared to discuss how you would approach common CX challenges, such as improving user onboarding, designing an omnichannel strategy, or tackling low customer satisfaction scores.

• Business Acumen: Brush up on business strategy concepts, common business models (B2B, B2C), and how CX design contributes to business objectives.

• Presentation Skills: Practice delivering concise, impactful presentations. Focus on clear communication, logical flow, and engaging storytelling.

📝 Enhancement Note: EY, as a Big Four consulting firm, will have a rigorous interview process. Candidates should be prepared to demonstrate not only technical design skills but also strong consulting acumen, strategic thinking, and leadership potential. The portfolio review is a critical component, allowing candidates to showcase their practical experience and impact.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Design Software:

  • Adobe Creative Suite (e.g., Photoshop, Illustrator, XD): Essential for graphic design, UI design, and prototyping.
  • Sketch: A popular vector-based design tool for UI design.
  • Figma: A collaborative, cloud-based interface design tool widely used for UI design, wireframing, and prototyping.
  • InVision: A platform for prototyping, collaboration, and design workflow management.
  • Keynote: Often used for presentations and simpler prototyping.

• User Research & Analytics Tools: (While not explicitly listed, common in this field)

  • Survey platforms (e.g., SurveyMonkey, Qualtrics)
  • Usability testing platforms (e.g., UserTesting.com, Lookback)
  • Analytics tools (e.g., Google Analytics, Adobe Analytics)

• Collaboration & Project Management Tools:

  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Collaboration platforms (e.g., Microsoft Teams, Slack)

Analytics & Reporting:

CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce) and marketing/sales automation tools influence customer journeys and user experiences.

📝 Enhancement Note: The requirement for proficiency in specific prototyping software (Adobe Creative Suite, Sketch, Keynote, InVision, Figma) is a direct indicator of the hands-on design work expected. Candidates should be comfortable demonstrating their expertise with these tools.

👥 Team Culture & Values

Operations Values:

• Integrity & Ethics: Upholding high ethical standards and integrity in all client interactions and internal processes.

• Exceptional Client Service: A commitment to delivering outstanding value and building trusted relationships with clients.

• Data-Driven Approach: Utilizing data and analytics to inform strategy, design decisions, and measure impact.

• Efficiency & Optimization: A focus on improving processes, driving efficiency, and optimizing outcomes for clients.

• Innovation & Continuous Learning: Embracing new ideas, technologies, and approaches, and fostering a culture of ongoing skill development.

Collaboration Style:

• Cross-Functional Integration: Emphasis on working seamlessly with diverse teams, both within EY and with client organizations, to achieve shared goals.

• Process Review & Feedback: A culture of open communication, constructive feedback, and continuous improvement of processes and methodologies.

• Knowledge Sharing: Encouraging the sharing of best practices, insights, and learnings across teams and service lines to elevate collective expertise.

📝 Enhancement Note: EY's core values (Integrity, Teamwork, Excellence, Empathy, Respect) permeate its culture. For this role, expect a strong emphasis on collaboration, client focus, and a drive for excellence in delivering transformative solutions.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Client Organizations: Adapting to diverse client structures, stakeholder dynamics, and internal politics to effectively drive change.

• Balancing Design Excellence with Business Constraints: Delivering innovative and user-centric designs within client-specific budgets, timelines, and technical limitations.

• Driving Adoption of New Designs/Processes: Overcoming resistance to change and ensuring successful adoption of new customer experience strategies by clients' end-users and internal teams.

• Keeping Pace with Evolving Technologies & Trends: Continuously learning and adapting to new design tools, methodologies, and customer expectations in the rapidly changing digital landscape.

Learning & Development Opportunities:

• Operations Skill Advancement: Access to EY's extensive global learning resources, including courses, certifications, and workshops focused on CX design, digital transformation, consulting skills, and leadership.

• Industry Exposure: Opportunities to work across a wide range of industries, gaining exposure to diverse business challenges and market dynamics.

• Mentorship & Leadership Programs: Formal and informal mentorship opportunities with senior leaders, along with structured leadership development programs designed to cultivate future leaders within EY.

📝 Enhancement Note: Consulting roles inherently involve facing complex challenges. EY's structure provides robust support systems and development opportunities to help professionals overcome these challenges and grow their careers.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer experience challenge you faced and how you approached it using a user-centered design process. What was the outcome?" (Focus on your methodology, decision-making, and impact).

• "How do you balance the needs of the user with the business objectives and technical constraints of a client?" (Demonstrate strategic thinking and pragmatism).

Company & Culture Questions:

• "Why EY? What specifically about our Business Transformation or CX Design practice appeals to you?" (Research EY's service offerings and recent projects).

• "How do you align with EY's core values of Integrity, Teamwork, Excellence, Empathy, and Respect?" (Provide specific examples).

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, begin with the client's problem, your role, your strategic approach, the solution, and the quantifiable results. Use clear visuals and concise language.

• Quantify Everything Possible: Be prepared to discuss KPIs, ROI, and any metrics used to measure success. If exact numbers aren't available, discuss the types of metrics you would track and why.

• Tell a Story: Engage your audience by narrating your process, highlighting key insights, and explaining the rationale behind your design decisions. Be passionate about your work.

• Be Ready for Deep Dives: Expect questions about specific design choices, research methodologies, and how you handled challenges or disagreements.

📝 Enhancement Note: Candidates should prepare to not only discuss their past experiences but also demonstrate how they would apply their skills and approach within EY's framework. Behavioral questions assessing leadership, teamwork, and problem-solving are standard.

📌 Application Steps

To apply for this operations position:

• Submit your application through the EY careers portal using Job Number 1708995.

• Portfolio Customization: Curate your professional portfolio to highlight 3-5 of your most impactful projects in Customer Experience Design and Business Transformation, focusing on user-centered methodologies, strategic thinking, and quantifiable business outcomes.

• Resume Optimization: Tailor your resume to emphasize keywords from the job description, such as "User-Centered Design," "Business Transformation," "Customer Experience Strategy," "Prototyping," "Team Management," and "Client Relationship Management," alongside specific software proficiencies.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), prepare to present your portfolio case studies, and research EY's consulting approach and values thoroughly.

• Company Research: Gain a deep understanding of EY's Business Consulting services, particularly in Customer Transformation, and identify how your skills and experience align with their strategic direction and client needs.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.