UKI Business Consulting - Customer Transformation, Service Designer - Customer Technology, Manager

📍 Job Overview

Job Title: Business Consulting – Customer Transformation, Service Designer – Customer Technology, Manager Company: EY Location: Dublin, Ireland Job Type: Full-Time – Permanent Category: Business Consulting / Customer Transformation / Service Design Date Posted: December 2, 2025 Experience Level: Manager (6-7 years of experience) Remote Status: Hybrid

🚀 Role Summary

• This role focuses on transforming client customer engagement strategies through digital innovation and service design.
• It involves leading the design and implementation of user-centric services, optimizing customer experiences, and driving measurable business growth.
• Key responsibilities include leveraging human-centered design, cross-functional team leadership, and strategic project management to deliver transformative solutions.
• The position requires a blend of analytical, creative, and communication skills to effectively engage with clients and internal stakeholders, ensuring optimal end-user experiences and fostering a culture of innovation.

📝 Enhancement Note: While the role is titled "Service Designer," the responsibilities and context strongly indicate a need for robust operations and GTM strategy understanding, particularly in how customer journeys and technology intersect to drive business outcomes. The focus on "Customer Transformation" and "Business Consulting" suggests a strategic, process-oriented approach rather than purely creative design.

📈 Primary Responsibilities

• Service Design & Innovation: Utilize human-centered design principles to identify customer pain points, co-create innovative service solutions, and visualize enhanced customer experiences through user journey maps and prototypes.
• Requirement Translation & Solution Development: Collect and prioritize user needs and research-based insights to translate them into actionable solutions that deliver tangible user benefits and ensure an optimal end-user experience.
• Cross-Functional Collaboration & Facilitation: Foster a culture of innovation and co-design by actively listening and promoting open dialogue within cross-functional teams, including designers and business analysts. Facilitate client workshops to align on strategy and vision.
• Strategic Business Growth: Develop and articulate strategies to identify opportunities for business growth, build strong client relationships, and advocate for user-centric approaches in all engagements.
• Team Leadership & Mentorship: Lead cross-functional teams, providing coaching and mentorship to colleagues to foster their professional development and enhance overall team performance.
• Project Management & Risk Mitigation: Develop and maintain strategic roadmaps, manage project budgets effectively, identify potential risks, and implement robust mitigation strategies to ensure successful project delivery.
• Stakeholder Management & Communication: Clearly articulate complex ideas through compelling storytelling, foster collaboration, and influence stakeholders at all levels with excellent interpersonal and presentation skills.

📝 Enhancement Note: The description emphasizes "driving measurable business growth," "identifying opportunities," and "strategic roadmaps" which are core to operations roles. While the title is "Service Designer," the managerial level and consulting context suggest that this role requires a strong understanding of how service design translates into operational efficiency, customer acquisition, and retention strategies.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Business, Computer Science, UX Design, Service Design, or a related field.
• Experience with Lean, Six Sigma, and Agile methodologies is preferred.
• Experience as a Product Owner or Scrum Master is a plus.

Experience:

• 6-7 years of proven experience in Service Design or a related field, with a focus on customer transformation and technology integration.
• Demonstrated experience of working with or delivering for external clients, showcasing client-facing capabilities.

Required Skills:

• Research and Analytics: Proficiency in conducting research to interpret user needs, frame complex problems, and communicate insights succinctly.
• Design Strategy: Ability to create meaningful concepts and design interactions based on identified unmet human needs.
• Innovation & Creativity: Skill in designing and testing product concepts and services, with a proven ability to iterate effectively with stakeholders.
• Product and Service Development: Expertise across the entire development lifecycle, from problem-solving and concept development to interface design.
• Analytical & Problem-Solving: Strong analytical, problem-solving, and creative thinking abilities, with a clear focus on delivering tangible outcomes.
• User-Centred Design & Agile: Deep understanding of user-centred design principles, Design Thinking, and Agile methodologies.
• Communication & Interpersonal Skills: Exceptional verbal and written communication abilities, coupled with strong interpersonal skills for stakeholder engagement and influence.
• Team Adaptability: Capability to work collaboratively within diverse teams and adapt effectively to evolving priorities and project requirements.

Preferred Skills:

• Familiarity with Martech (Marketing Technology), CPQ (Configure, Price, Quote) systems, and emerging technologies.
• Experience with Lean, Six Sigma, and Agile methodologies.
• Proficiency in prototyping and design tools such as Figma and Miro.

📝 Enhancement Note: The role requires a blend of design thinking and strategic operational capabilities. While design tools are mentioned, the emphasis on "business growth," "strategic roadmaps," and "client delivery" indicates that candidates with a strong grasp of revenue operations, go-to-market strategies, and technology enablement within customer-facing functions will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in Customer Transformation: Showcase a minimum of 2-3 detailed case studies demonstrating successful customer transformation projects. Each case study should clearly outline the client's challenge, your role, the methodologies applied (e.g., human-centered design, Agile), the implemented solutions, and quantifiable business outcomes.
• User Journey Mapping & Service Blueprint Examples: Include examples of detailed user journey maps and service blueprints that illustrate how complex customer experiences were analyzed, redesigned, and optimized.
• Prototyping & Design Tool Proficiency: Provide examples of prototypes or wireframes created using tools like Figma, Miro, or similar, demonstrating your ability to visualize and test service concepts.
• Strategic Recommendations & Roadmaps: Present examples of strategic roadmaps or recommendations developed for clients, outlining phased approaches to service improvement or digital transformation.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in documenting and optimizing complex customer interaction workflows, from initial touchpoint analysis to post-service support.
• Agile & Design Thinking Integration: Showcase how you have integrated Agile principles and Design Thinking methodologies into project delivery processes, including documentation of sprints, user feedback loops, and iterative development.
• Stakeholder Alignment & Communication Protocols: Provide examples of processes established for effective communication and alignment with diverse stakeholders, including client teams, internal design, business analysis, and technology groups.
• Metrics & Performance Measurement: Illustrate how you define and track key performance indicators (KPIs) for service design initiatives, demonstrating a process for measuring impact and ROI.

📝 Enhancement Note: For a managerial consulting role focused on customer transformation, a portfolio must go beyond purely aesthetic design. It needs to demonstrate strategic thinking, an understanding of business processes, project management capabilities, and the ability to quantify the impact of design interventions on business objectives like revenue, customer satisfaction, and operational efficiency.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Manager-level Service Designer/Consultant in Dublin, Ireland, with 6-7 years of experience, the estimated salary range is €65,000 - €85,000 per annum. This estimate considers the cost of living in Dublin, the consulting industry standards for a firm like EY, and the specific responsibilities outlined.

Benefits:

• Comprehensive Total Rewards Package: Support for flexible working and career development.
• FlexEY Program: Customizable benefits including holidays, health and well-being support, insurance, savings plans, and a wide range of discounts and offers.
• Pension Plan: Standard company pension contribution.
• Maternity & Paternity Leave: Generous leave policies for new parents.
• Discounted Health Insurance: Access to subsidized health insurance plans.
• Bike to Work Scheme: Encouraging sustainable commuting options.
• Web Doctor: Free unlimited online GP consultations for employees and their families.
• Recognition Awards: Formal and informal recognition programs.
• Additional Annual Leave Purchase: Option to buy extra vacation days.
• Cash Incentives for Referrals: Rewards for successful employee referrals.
• Hybrid Working Model: Flexibility combining remote and in-office work.
• Work Mobile: Provision of a work mobile phone.
• Free Gym Membership: Access to fitness facilities.
• TECH MBA Paid by EY: Opportunity for funded professional development.
• Travel Pass: Assistance with commuting costs.
• Wellness Rooms: Designated spaces in select offices for rest and well-being.

Working Hours:

• Standard full-time hours are typically 40 hours per week. While the role involves client-facing responsibilities that may require travel and flexible hours depending on project demands, EY emphasizes a hybrid working model to support work-life balance.

📝 Enhancement Note: The salary range is an estimate for Dublin, Ireland, based on typical compensation for Manager-level consultants in professional services with specialized skills like Service Design and Customer Transformation. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. The extensive benefits package highlights EY's commitment to employee well-being and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Business Consulting (specifically focused on Customer Transformation and Technology). Company Size: EY is a global professional services network, one of the "Big Four" accounting firms, employing over 400,000 people worldwide. This indicates a large, established organization with extensive resources, global reach, and diverse career pathways. Founded: Ernst & Young was formed in 1989 by the merger of Ernst & Whinney and Arthur Young. The firm has a long history of providing audit, tax, assurance, risk management, and consulting services.

Team Structure:

• The role sits within the "Business Consulting - Customer Transformation" practice. This suggests a specialized team focused on enhancing client customer experiences through digital and strategic initiatives.
• As a Manager, you would likely lead project teams composed of consultants, business analysts, and potentially designers, reporting to a Senior Manager or Partner.
• Collaboration is expected to be extensive, both within the Customer Transformation team and across other EY service lines (e.g., Technology Consulting, Strategy, Transactions) and with client organizations.

Methodology:

• EY's Customer Transformation practice likely employs a blend of methodologies, including Design Thinking, Agile, Lean, and Six Sigma, to address client challenges.
• Emphasis is placed on data-driven insights, user-centricity, digital innovation, and creating tangible business value for clients.
• A strong focus on client workshops, co-creation, and strategic advisory is core to their consulting approach.

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

📝 Enhancement Note: EY's global presence and "Big Four" status imply a structured, professional environment with a strong emphasis on client service, ethical conduct, and continuous professional development. The Customer Transformation team operates at the intersection of business strategy, technology, and customer experience, requiring a consultative and solutions-oriented approach.

📈 Career & Growth Analysis

Operations Career Level: Manager. This level signifies a transition from individual contributor to team leadership. Responsibilities include managing projects, mentoring junior staff, developing client relationships, and contributing to business development. In a consulting context, it means leading engagements and being accountable for client outcomes. Reporting Structure: Typically, a Manager reports to a Senior Manager or Partner within the Consulting practice. They are responsible for leading teams of Associates, Senior Associates, and potentially other Managers on specific projects. Operations Impact: The role's impact is centered on transforming client operations related to customer engagement. This includes improving customer acquisition, retention, satisfaction, and loyalty through strategic service design and technology implementation. Success is measured by client satisfaction, project profitability, business growth for clients, and the development of the consulting team.

Growth Opportunities:

• Leadership Progression: Clear pathways exist to progress from Manager to Senior Manager, Director, and Partner roles within EY's consulting practice, focusing on specialization in Customer Transformation or expanding into broader leadership roles.
• Skill Development: Continuous learning opportunities are provided through EY's internal training programs, access to industry certifications (e.g., Agile, Lean Six Sigma, Design Thinking), and exposure to diverse client challenges and technologies. The "TECH MBA paid by EY" benefit is a significant growth opportunity.
• Specialization & Cross-Functional Exposure: Opportunities to deepen expertise in specific areas of customer technology, digital strategy, or specific industries, while also gaining exposure to other service lines within EY to broaden consulting capabilities.

📝 Enhancement Note: The Manager level in consulting at EY is a critical career stage. It requires not only advanced functional skills but also strong people management, client relationship management, and business development capabilities. The role is designed to build future leaders within the firm.

🌐 Work Environment

Office Type: EY operates a modern, professional office environment. Given the hybrid work arrangement, offices are likely designed to support both individual focused work and collaborative team activities, including client meetings and workshops. Office Location(s): The primary office location is Dublin, Ireland. EY typically has multiple offices in major cities, providing accessibility and a professional workspace. Workspace Context:

• Collaborative Spaces: Offices will feature meeting rooms, collaboration zones, and potentially "wellness rooms" to support team interaction, brainstorming, and client engagements.
• Technology & Tools: Access to EY's internal IT infrastructure, collaboration platforms, and a range of professional consulting tools and software will be provided.
• Team Interaction: The hybrid model encourages in-office days for team building, strategic planning, and client-facing activities, fostering strong working relationships.

Work Schedule: While a standard 40-hour week is typical, client demands in consulting can necessitate flexibility. The hybrid model allows for a balance between in-office collaboration and remote work, enabling employees to manage their schedules effectively while meeting project deadlines.

📝 Enhancement Note: The hybrid work environment at EY is designed to balance the benefits of in-person collaboration and flexibility. For a consulting role, the office serves as a hub for client engagement, team strategy, and professional development, while remote work offers autonomy and work-life integration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• First Round Interview: Typically with a Manager or Senior Manager, focusing on behavioral questions, past project experience, and understanding of service design/customer transformation principles. Be prepared to discuss your approach to problem-solving and client engagement.
• Case Study / Presentation: Candidates are often given a business problem or scenario to analyze and present on. This might involve designing a service, outlining a transformation strategy, or addressing a client challenge. This is where your portfolio will be crucial.
• Final Round Interview: This usually involves senior leadership (e.g., Partner, Director) and focuses on strategic thinking, leadership potential, business development aptitude, and overall fit with EY's values.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio logically, perhaps by client type, project complexity, or methodology. Start with a strong executive summary for each case study.
• Quantify Results: Clearly articulate the business impact of your work. Use metrics related to customer satisfaction (NPS, CSAT), efficiency gains, revenue increases, cost savings, or adoption rates.
• Showcase Process: Detail your thought process, the methodologies used (Design Thinking, Agile, etc.), and how you collaborated with stakeholders. Highlight your problem-solving approach.
• Tailor to EY: Research EY's values and recent work in Customer Transformation. Frame your experience to align with their strategic priorities and client success stories.
• Visual Appeal: Ensure your portfolio is professionally designed, easy to navigate, and visually engaging, reflecting your design sensibilities.

Challenge Preparation:

• Understand the Context: If given a case study, clarify the client's industry, business objectives, and any constraints.
• Framework Application: Be ready to apply frameworks like SWOT analysis, PESTLE, or a custom service design framework to analyze the situation.
• Solution Design: Present a well-reasoned, actionable solution that addresses the core problem, considering feasibility, scalability, and impact.
• Presentation Skills: Practice delivering your presentation concisely and confidently, anticipating questions and engaging the interviewers. Focus on storytelling that connects your actions to business outcomes.

📝 Enhancement Note: The interview process for a consulting role at EY, especially at the Manager level, is rigorous. It tests not only technical skills but also strategic thinking, client management abilities, and leadership potential. A well-prepared portfolio is critical for demonstrating practical application of skills.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Design: Figma, Miro, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD).
• Collaboration & Project Management: Microsoft Teams, Jira, Confluence, Asana, Trello.
• Presentation & Documentation: Microsoft PowerPoint, Google Slides, Microsoft Word, Google Docs.

Analytics & Reporting:

• Customer Data Platforms (CDP): Experience with understanding how data is managed and utilized for customer insights.
• Analytics Platforms: Google Analytics, Adobe Analytics, Tableau, Power BI (for visualizing data and insights).
• CRM Systems: Salesforce, Microsoft Dynamics 365 (understanding how customer data is structured and leveraged).

CRM & Automation:

• Marketing Automation: HubSpot, Marketo, Pardot (understanding customer journeys and automated campaigns).
• Customer Relationship Management (CRM): Salesforce, Microsoft Dynamics 365 – understanding their role in managing customer interactions and data.
• Integration Platforms: Familiarity with how different systems connect to create seamless customer experiences.

📝 Enhancement Note: While the role is "Service Designer," the mention of "Customer Technology," "Martech," and "CPQ" suggests a need for familiarity with the technology landscape that supports customer journeys and sales processes. Understanding how these systems integrate and enable service design is crucial.

👥 Team Culture & Values

Operations Values:

• Integrity: Upholding ethical standards and professional conduct in all client interactions and internal dealings.
• Empathy: Applying a deep understanding of client and user needs to design effective and human-centered solutions.
• Collaboration: Fostering teamwork and open communication across diverse internal teams and with clients to achieve shared goals.
• Innovation: Continuously seeking new ideas, approaches, and technologies to drive transformative outcomes for clients.
• Excellence: Committing to delivering high-quality work and exceptional client service that exceeds expectations.
• Inclusion & Diversity: Embracing and valuing diverse perspectives to build stronger teams and deliver more robust solutions.

Collaboration Style:

• Cross-Functional Integration: Encouraging seamless collaboration between design, business analysis, technology, and client teams to ensure holistic solutions.
• Co-creation & Workshops: Actively engaging clients and internal stakeholders in workshops and co-design sessions to build consensus and drive innovation.
• Knowledge Sharing: Promoting an environment where best practices, insights, and lessons learned are shared openly to foster continuous improvement within the team.
• Feedback Culture: Encouraging constructive feedback as a means to improve processes, designs, and team performance.

📝 Enhancement Note: EY's emphasis on "Building a better working world" and its stated values (Integrity, Empathy, Collaboration, Excellence, Inclusion) are central to its culture. For this role, demonstrating how these values translate into practical application in client engagements and team dynamics will be key.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Needs with User Experience: Navigating diverse client priorities and business objectives while ensuring the designed services remain truly user-centric and effective.
• Driving Change Management: Implementing new service designs and technologies often requires significant organizational change, posing challenges in adoption and stakeholder buy-in.
• Integrating Complex Technologies: Understanding and leveraging emerging technologies (Martech, AI, data analytics) to create innovative yet practical customer solutions.
• Managing Diverse Stakeholder Expectations: Effectively communicating and aligning a wide range of stakeholders with varying perspectives and priorities on a unified vision.

Learning & Development Opportunities:

• Specialized Training: Access to EY's extensive learning platforms for deepening expertise in service design, UX, digital strategy, and specific industry sectors.
• Mentorship Programs: Opportunities to be mentored by experienced leaders within EY and to mentor junior team members, enhancing leadership skills.
• Industry Certifications: Support for obtaining relevant certifications in areas like Agile, Design Thinking, or project management.
• Global Exposure: Potential to work on international projects and collaborate with global teams, broadening perspectives and experience.
• TECH MBA: A significant opportunity for formal, funded postgraduate education to enhance strategic and technological acumen.

📝 Enhancement Note: The consulting environment at EY inherently presents challenges that are also excellent growth opportunities. Successfully navigating these challenges builds resilience, strategic thinking, and advanced problem-solving skills, which are critical for career advancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used human-centered design to solve a complex business problem. What was your process, and what was the outcome?" (Focus on methodology, collaboration, and quantifiable results.)
• "How would you approach designing a new customer onboarding process for a SaaS company looking to reduce churn by 15%?" (Demonstrate structured thinking, user research, and consideration of technology integration.)
• "How do you balance user needs with business constraints and client expectations in a consulting engagement?" (Highlight your negotiation, communication, and problem-solving skills.)
• "Walk me through a strategic roadmap you developed for a customer transformation initiative. What were the key phases and milestones?" (Showcase project management and strategic planning capabilities.)

Company & Culture Questions:

• "What do you know about EY's approach to Customer Transformation, and why are you interested in this specific role?" (Research EY's recent projects, thought leadership, and align your skills with their stated goals.)
• "How do you foster a culture of innovation and collaboration within a project team?" (Provide examples of your leadership style and team-building approaches.)
• "Describe a time you had to influence senior stakeholders who were resistant to a new idea." (Focus on your communication, persuasion, and relationship-building skills.)

Portfolio Presentation Strategy:

• Storytelling: Frame each case study as a compelling narrative: the challenge, your journey of discovery and design, the solution, and the impact.
• Visual Aids: Use your portfolio visuals (journey maps, prototypes) to support your verbal explanation, making complex ideas accessible.
• Focus on Impact: Clearly articulate the "so what?" for each project – what business value was delivered?
• Q&A Readiness: Be prepared to answer detailed questions about your role, decisions, and the outcomes of your projects. Anticipate questions about challenges faced and how you overcame them.

📝 Enhancement Note: Prepare specific examples for behavioral questions, using the STAR method (Situation, Task, Action, Result). For case studies, practice articulating your thought process clearly and concisely, demonstrating strategic thinking and a deep understanding of service design's impact on business operations and revenue.

📌 Application Steps

To apply for this operations position:

• Submit your application through the EY Careers portal using the provided URL.
• Tailor Your Resume: Highlight keywords and responsibilities from this job description, such as "Customer Transformation," "Service Design," "Human-Centered Design," "Agile Methodologies," "Stakeholder Management," and "Project Management." Quantify achievements where possible (e.g., "Improved customer satisfaction by X%," "Led a team of Y to deliver Z").
• Curate Your Portfolio: Select 2-3 of your strongest case studies that best demonstrate your experience in customer transformation, service design, and digital innovation. Ensure they clearly articulate the problem, your solution, your process, and the measurable business impact. Prepare a concise overview presentation of your portfolio.
• Research EY's Customer Transformation Practice: Understand their recent client work, methodologies, and values. Be ready to articulate how your skills and experience align with EY's strategic goals and client needs.
• Prepare for Behavioral and Case Study Interviews: Practice articulating your experience using the STAR method and be ready to walk through a hypothetical client scenario or design challenge, showcasing your strategic thinking and problem-solving approach.

⚠️ 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.