UKI Business Consulting - Customer Transformation, Service Designer - IXD, Senior Manager

📍 Job Overview

Job Title: UKI Business Consulting - Customer Transformation, Service Designer - IXD, Senior Manager Company: EY Location: Dublin 2, Ireland Job Type: Full-Time Category: Business Consulting - Customer Transformation Date Posted: January 21, 2026 Experience Level: 10+ years Remote Status: Hybrid

🚀 Role Summary

• Lead and grow a team of service designers focused on customer transformation and experience design.
• Develop and implement customer strategies, digital solutions, and user-centric services.
• Conceptualize and manage the end-to-end design and implementation of transformative products and services.
• Optimize customer interactions across the entire service journey, including digital touchpoints and back-office operations.
• Drive innovation and deliver measurable business outcomes through human-centered design principles.

📝 Enhancement Note: This role is positioned within "EY Studio+", indicating a focus on creative problem-solving and design-led innovation. The "Senior Manager" title suggests significant leadership, client-facing, and team management responsibilities, requiring a strategic approach to service design within a consulting framework. The emphasis on "Customer Transformation" and "Service Design Lead" points towards a core competency in improving client customer experiences through strategic design initiatives.

📈 Primary Responsibilities

• Lead and mentor a team of service designers, business analysts, and other cross-functional team members, fostering professional development and high performance.
• Develop comprehensive customer strategies and conceptualize innovative product and service solutions based on client insights and market research.
• Manage the end-to-end design and implementation lifecycle of services and products, ensuring alignment with client objectives and business outcomes.
• Design customer interactions across the entire service journey, ensuring seamless experiences across multiple digital and physical touchpoints.
• Optimize front-end and back-end operations to support enhanced customer experiences and drive operational efficiency.
• Facilitate client workshops, co-design sessions, and stakeholder meetings to gather requirements, validate concepts, and drive consensus.
• Translate complex user needs and research-based insights into actionable design strategies and tangible solutions.
• Develop and maintain strategic roadmaps, manage project budgets, identify risks, and implement mitigation strategies for successful project delivery.
• Advocate for user-centric approaches and design thinking principles among clients and internal teams to foster innovation and improve user experience.
• Create compelling narratives and visualizations (user journey maps, prototypes) to communicate complex ideas and design rationale to diverse stakeholders.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design execution, and team management. The emphasis on "end-to-end design and implementation" and "optimizing both front and back-office operations" suggests a need for a candidate who can connect design thinking to operational realities and business impact. The Senior Manager level implies significant client relationship management and business development responsibilities.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Business, Computer Science, UX Design, Service Design, or a closely related field.

Experience:

• A minimum of 10+ years of progressive experience specifically in Service Design.
• Demonstrated experience in client delivery, working with or delivering solutions for external clients.
• Proven experience in leading multi-disciplinary teams, particularly within agile delivery environments.
• Experience in developing and maintaining strategic roadmaps and managing project budgets.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and frameworks.
• Human-Centred Design & Design Thinking: Proficient in applying user-centred design, design thinking, and co-design techniques to solve complex problems.
• Research & Analytics: Ability to conduct thorough user research, interpret findings, frame complex problems, and communicate insights succinctly.
• Prototyping & Design Tools: Strong proficiency in prototyping and design tools such as Figma and Miro, and other relevant visualization software.
• Communication & Storytelling: Exceptional verbal and written communication skills, with a proven ability to articulate complex ideas through compelling storytelling and presentations.
• Stakeholder Engagement: Demonstrated ability to engage, influence, and build strong relationships with stakeholders at all levels, both internal and external.
• Team Management & Leadership: Experience in leading, coaching, and mentoring cross-functional teams to foster professional development and enhance team performance.
• Project Management: Strong capabilities in developing strategic roadmaps, managing budgets, identifying risks, and implementing mitigation strategies for successful project delivery.
• Analytical & Problem-Solving: Robust analytical, problem-solving, and creative thinking abilities focused on delivering tangible outcomes.
• Agile Methodologies: Strong understanding of Agile principles and their application in design and implementation processes.

Preferred Skills:

• Experience in conceptualizing and designing digital products and services.
• Familiarity with optimizing operating models and user-centric service delivery.
• Experience in facilitating client workshops and co-design sessions.
• Ability to adapt to evolving priorities and work collaboratively in dynamic environments.

📝 Enhancement Note: The requirement for 10+ years of experience in Service Design, combined with a Bachelor's degree, positions this role at a senior leadership level. The emphasis on both design execution (Figma, Miro) and strategic leadership (team management, project management) is critical. The mention of "Studio+" suggests an environment that values creativity and innovative problem-solving. The need for client delivery experience is paramount for a consulting role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: A portfolio showcasing end-to-end service design projects, demonstrating the full lifecycle from research and ideation to implementation and impact.
• User Journey Maps & Personas: Examples of detailed user journey maps, service blueprints, and user personas that informed design decisions and strategy.
• Prototyping & Wireframing: Demonstrations of interactive prototypes, wireframes, and mockups created using tools like Figma, illustrating user flows and interface design.
• Research & Insights Documentation: Evidence of user research methodologies employed, synthesis of findings, and how insights translated into design solutions.
• Impact & Outcome Metrics: Case studies that clearly articulate the business impact and measurable outcomes achieved through implemented service designs (e.g., improved customer satisfaction, operational efficiency gains, revenue growth).

Process Documentation:

• Workflow Design & Optimization: Examples of designing and optimizing complex service workflows, including front-end customer interactions and back-end operational processes.
• Human-Centred Design Process: Documentation illustrating the application of human-centred design principles and design thinking methodologies throughout project lifecycles.
• Agile Delivery Integration: Evidence of how service design processes were integrated within Agile development frameworks to ensure iterative delivery and continuous improvement.
• Stakeholder Management & Communication: Examples of how design rationale, insights, and solutions were communicated effectively to diverse stakeholders to gain buy-in and drive implementation.

📝 Enhancement Note: For a Senior Manager role in consulting, the portfolio should not only showcase design artifacts but also demonstrate strategic thinking, leadership in managing projects and teams, and the ability to articulate business impact and ROI. The focus is on how design initiatives translate into tangible client benefits and business transformation.

💵 Compensation & Benefits

Salary Range:

• Competitive salary commensurate with experience, estimated to be in the range of €90,000 - €130,000 annually for a Senior Manager in Dublin, Ireland, with significant bonus potential.

Benefits:

• Hybrid Working: Flexibility to work from home and in the office, promoting work-life balance.
• Pension/Discounted Health Insurance: Comprehensive health and retirement benefits.
• Web Doctor: Access to online medical consultations.
• Purchase of Additional Annual Leave: Option to buy extra vacation days.
• Free Gym Membership: Wellness benefit to support physical health.
• Travel Pass: Commuting assistance.
• Maternity & Paternity Leave: Generous parental leave policies.
• Bike to Work Scheme: Encourages sustainable commuting.
• Referral Bonuses & Recognition Awards: Rewards for contributions and referrals.
• Tech MBA paid by EY: Significant investment in professional development and advanced education.
• Support and coaching from engaging colleagues.
• Opportunities to develop new skills and progress career.
• Flexibility and autonomy in role execution.

Working Hours:

• Standard full-time hours, typically 40 hours per week, with flexibility offered through EY's hybrid work model.

📝 Enhancement Note: The salary range is estimated based on Senior Manager level roles in consulting within Dublin, Ireland, considering the specialized nature of Service Design and the reputation of EY. The benefits package is extensive and tailored, reflecting EY's commitment to employee well-being and professional growth, with the "Tech MBA paid by EY" being a standout development opportunity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services (Consulting, Assurance, Tax, Strategy, Transactions) Company Size: Large (EY is a global organization with over 300,000 employees worldwide). This implies access to vast resources, global networks, and diverse project opportunities. Founded: 1989 (Ernst & Young)

Team Structure:

• EY Studio+: This specific team is positioned within Business Consulting, focusing on Customer Transformation and Service Design. It likely comprises a diverse group of designers, strategists, business analysts, and consultants.
• Reporting Structure: As a Senior Manager, the role will likely report to a Director or Partner within the Business Consulting practice and will be responsible for leading and mentoring junior team members and potentially project teams.
• Cross-functional Collaboration: The role necessitates close collaboration with various EY service lines (e.g., Digital, Technology, Strategy) and across different client organizations, involving stakeholders from various departments.

Methodology:

• Data-Driven Insights: EY emphasizes leveraging data and advanced technology to support client decision-making and strategy development.
• Human-Centred Approach: The "Studio+" team focuses on human-centred design to create transformative services, products, and experiences.
• Agile and Iterative Processes: The role requires an understanding and application of Agile methodologies for efficient project delivery and continuous improvement.
• Client-Centric Focus: The core mission is to create value for clients by addressing their most pressing challenges and shaping their future with confidence.

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

📝 Enhancement Note: EY's culture is generally characterized by a strong emphasis on professional development, client service, collaboration, and integrity. The "Studio+" branding suggests a more innovative and creative segment within the broader consulting practice, likely fostering a dynamic and forward-thinking environment. The global scale of EY offers unparalleled opportunities for international exposure and diverse project work.

📈 Career & Growth Analysis

Operations Career Level: Senior Manager - This role is a significant leadership position within the consulting practice, requiring strategic oversight, team management, and substantial client engagement. It bridges the gap between senior leadership and project execution.

Reporting Structure: Typically reports to a Director or Partner within the Business Consulting division. The Senior Manager will directly manage a team of Service Designers and potentially other consultants or analysts on client engagements, playing a key role in talent development and performance management.

Operations Impact: The impact of this role is direct and significant, focusing on transforming client customer experiences, optimizing service delivery, and driving business outcomes through strategic design. Success is measured by client satisfaction, successful project delivery, revenue generation, and the development of the Service Design practice within EY.

Growth Opportunities:

• Leadership Advancement: Clear path towards Associate Partner or Partner roles within the Customer Transformation or Business Consulting practice.
• Specialization Deepening: Opportunity to become a recognized expert in specific industries or service design domains.
• Global Mobility: Potential to work on international projects or transfer to other EY global locations.
• Continuous Learning: Access to EY's extensive training programs, including the "Tech MBA paid by EY," and opportunities for certifications and skill development.
• Practice Building: Involvement in shaping the future of EY's Service Design capabilities, including business development, thought leadership, and recruitment.

📝 Enhancement Note: The "Senior Manager" title at EY signifies a critical juncture in a consulting career, demanding strong leadership, client relationship management, and business acumen. The growth trajectory is clearly defined towards partner levels, with opportunities for both vertical and horizontal career progression. The emphasis on "building a better working world" and "shaping the future" indicates a purpose-driven career path.

🌐 Work Environment

Office Type: EY operates with a hybrid work model, emphasizing flexibility. This means a combination of working from a central EY office location (Dublin 2) and remotely. The office environment is likely designed for collaboration, client meetings, and team work.

Office Location(s):

• Dublin 2, Ireland: The primary office location, situated in a key business district, offering accessibility and proximity to clients and city amenities.

Workspace Context:

• Collaborative Spaces: EY offices typically feature modern co-working spaces, meeting rooms equipped with advanced technology, and informal areas designed to foster collaboration and innovation among teams.
• Operations Tools & Technology: Access to EY's robust technology infrastructure, including laptops, secure network access, collaboration platforms (e.g., Microsoft Teams, Miro, Figma), and specialized consulting software.
• Team Interaction: Opportunities for frequent interaction with colleagues within the Business Consulting practice, Service Design team, and other EY service lines, both in person and virtually. The hybrid model encourages intentional in-person time for team building and strategic alignment.

Work Schedule:

• The standard workweek is typically 40 hours. However, the consulting environment often requires flexibility to meet client demands, which may involve working beyond standard hours. The hybrid model and EY's focus on work-life balance aim to mitigate potential overwork and support personal priorities.

📝 Enhancement Note: The hybrid work environment at EY is a key feature, balancing the need for in-person collaboration and client presence with the benefits of remote flexibility. The Dublin 2 location places the role in a prime urban setting, beneficial for client access and employee convenience. The emphasis on "flexibility" and "autonomy" suggests a culture that trusts professionals to manage their work effectively.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and application, likely conducted by the EY Talent Acquisition team, to assess alignment with the core requirements.
• First Interview (Recruiter/Hiring Manager): Focus on experience, leadership capabilities, understanding of service design, and cultural fit. Expect questions about your background, motivation for applying, and high-level project experience.
• Case Study / Design Challenge: A practical exercise designed to assess your strategic thinking, problem-solving skills, and design process. This might involve analyzing a client scenario, developing a service concept, or presenting a solution based on provided information. Preparation for this will be crucial.
• Team/Panel Interview: Interviews with senior members of the Customer Transformation team, Directors, or Partners. These interviews will delve deeper into your technical expertise, client management skills, team leadership experience, and strategic vision. Expect behavioral questions and discussions about your portfolio.
• Final Interview: Potentially with a senior leader (e.g., Partner) to confirm fit and discuss strategic alignment.

Portfolio Review Tips:

• Curate for Impact: Select 3-5 of your strongest, most relevant projects that demonstrate end-to-end service design capabilities, leadership, and measurable client outcomes.
• Tell a Story: For each project, clearly articulate the client's challenge, your role, the methodologies used (research, design thinking, Agile), the solutions developed, and the quantifiable results achieved. Focus on the "why" and the "so what."
• Showcase Leadership: Highlight instances where you led teams, managed stakeholders, influenced decisions, and drove project success.
• Demonstrate Process: Clearly outline your design process, emphasizing how you translated insights into actionable strategies and tangible deliverables.
• Tailor to EY: Understand EY's consulting approach and "better working world" ethos. Frame your contributions in terms of client value, business transformation, and innovation.
• Prepare for Presentation: Be ready to walk through your portfolio, explaining your contributions and decision-making rationale concisely and persuasively.

Challenge Preparation:

• Understand EY's Consulting Model: Research EY's approach to business consulting, customer transformation, and their core values.
• Service Design Frameworks: Refresh your knowledge of various service design tools and methodologies (e.g., journey mapping, blueprinting, personas, prototyping, co-design).
• Business Acumen: Be prepared to discuss business challenges, market trends, and how service design can drive strategic business outcomes.
• Leadership Scenarios: Prepare for questions about managing teams, resolving conflicts, influencing stakeholders, and driving change.
• Practice Articulation: Practice explaining complex design concepts and project outcomes clearly and concisely, especially under time pressure.

📝 Enhancement Note: The interview process at a firm like EY is rigorous and designed to assess a candidate's full range of skills – technical, strategic, leadership, and cultural fit. The portfolio review is a critical component, serving as tangible evidence of a candidate's capabilities and impact. Preparing specific case studies that demonstrate leadership and business impact is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Design: Figma (explicitly mentioned), Miro (explicitly mentioned), Sketch, Adobe Creative Suite (Illustrator, Photoshop).
• Collaboration & Workflow: Microsoft Teams, Jira, Confluence, Asana, Trello.
• Research & Analysis: SurveyMonkey, Typeform, Dovetail, UserTesting.com, qualitative analysis tools.

Analytics & Reporting:

• Tools for understanding user behaviour and service performance metrics, potentially including Google Analytics, Adobe Analytics, Tableau, Power BI, or custom client-specific dashboards.

CRM & Automation:

• While not directly a CRM role, understanding how service design integrates with CRM systems (e.g., Salesforce, Dynamics 365) and marketing automation platforms is beneficial for understanding the client journey.

📝 Enhancement Note: Proficiency in Figma and Miro is explicitly requested. A Senior Manager in this role will be expected to be adept with a range of design, collaboration, and research tools, and to understand how service design integrates with broader business technology stacks, including CRM and analytics platforms, to drive client outcomes.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A primary focus on delivering exceptional value and transformative solutions for clients.
• Integrity: Upholding the highest ethical standards in all dealings.
• Teamwork & Collaboration: Fostering a supportive environment where diverse perspectives are valued and collective success is prioritized.
• Innovation & Creativity: Encouraging bold ideas, continuous learning, and the development of novel solutions.
• Excellence: Striving for the highest quality in all aspects of work, from client delivery to internal processes.
• Impact: A drive to make a meaningful positive impact on clients, society, and the working world.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration across EY's various service lines and with client teams, breaking down silos to deliver holistic solutions.
• Open Dialogue & Active Listening: Encouraging an environment where all team members feel empowered to share ideas, provide feedback, and contribute to problem-solving.
• Co-Design & Partnership: Working collaboratively with clients and internal teams to co-create solutions, ensuring buy-in and shared ownership.
• Mentorship & Knowledge Sharing: A culture that promotes mentorship and the sharing of best practices and learnings across the team and organization.

📝 Enhancement Note: EY emphasizes a culture of "building a better working world" and "inclusion, diversity, and equity." The "Studio+" branding suggests a more agile, innovative, and collaborative sub-culture within the broader EY framework. The emphasis on "empowered to use your voice" and "embraced for who you are" indicates a commitment to psychological safety and inclusive practices.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Client Environments: Client organizations often have entrenched processes, diverse stakeholder interests, and varying levels of readiness for transformation, requiring strong change management and influencing skills.
• Translating Vision to Execution: Bridging the gap between conceptual service design and practical, scalable implementation within client constraints (budget, technology, organizational structure).
• Measuring and Demonstrating ROI: Quantifying the impact of service design initiatives can be challenging but is critical for securing client buy-in and demonstrating value.
• Leading and Developing Talent: Effectively managing and mentoring a team of diverse professionals, fostering their growth while ensuring high project performance and client satisfaction.
• Staying Ahead of Industry Trends: Continuously evolving service design practices and technologies in a rapidly changing digital landscape.

Learning & Development Opportunities:

• Formal Training Programs: Access to EY's extensive global learning curriculum, including leadership development, project management, and specialized consulting skills.
• The "Tech MBA paid by EY": An exceptional opportunity for advanced education and skill development in technology and business strategy.
• Industry Conferences & Certifications: Support for attending relevant conferences and pursuing professional certifications in service design, UX, or related fields.
• Mentorship & Coaching: Direct guidance from senior leaders within EY, fostering career progression and skill enhancement.
• Cross-Disciplinary Exposure: Opportunities to work on projects spanning different industries and service lines, broadening expertise and perspective.

📝 Enhancement Note: The challenges are typical for a senior consulting role, emphasizing the need for adaptability, strong problem-solving, and strategic foresight. The growth opportunities are exceptionally strong, particularly the paid Tech MBA, highlighting EY's investment in its people and their long-term development within the firm.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex customer transformation initiative. What was the challenge, your approach, and the outcome?" (Focus on leadership, strategic thinking, and impact.)
• "How do you balance user needs with business objectives and technical constraints in service design?" (Demonstrate your understanding of trade-offs and holistic problem-solving.)
• "Imagine a client wants to improve their customer service response times. How would you approach designing a new service process?" (Outline your methodology, tools, and stakeholder engagement plan.)
• "How do you foster innovation and a human-centred design culture within a team and within a client organization?" (Share examples of initiatives you've led.)

Company & Culture Questions:

• "Why EY? What attracts you to our Business Consulting practice and the Studio+ team?" (Research EY's values, mission, and recent work.)
• "How do you align with EY's commitment to 'Building a better working world' and our focus on inclusion and diversity?" (Connect your personal values and experiences to EY's stated principles.)
• "Describe your ideal team environment and how you contribute to a collaborative culture." (Highlight your leadership style and ability to foster teamwork.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role and approach, the key insights, the solution developed, and the measurable results. Quantify impact wherever possible.
• Highlight Leadership: Emphasize your role in leading teams, managing stakeholders, and driving project success.
• Showcase Your Process: Explain your design thinking and service design methodologies, detailing how you moved from research to ideation to implementation.
• Be Prepared for Deep Dives: Anticipate detailed questions about your decisions, challenges faced, and how you overcame them.
• Connect to EY's Business: Frame your experience and insights in a way that demonstrates how you can bring value to EY and its clients.

📝 Enhancement Note: Interview preparation should focus on showcasing strategic thinking, leadership, and a deep understanding of service design principles applied within a consulting context. Candidates should be ready to articulate their impact with data and demonstrate how they can contribute to EY's client transformation initiatives.

📌 Application Steps

To apply for this operations position:

• Submit your application through the EY Careers portal via the provided link.
• Portfolio Customization: Curate your portfolio to highlight 3-5 of your most impactful service design and customer transformation projects, clearly demonstrating leadership, strategic thinking, and measurable business outcomes. Ensure it showcases your end-to-end process from research to implementation and impact.
• Resume Optimization: Tailor your resume to emphasize keywords related to Service Design, Customer Transformation, Human-Centred Design, Team Leadership, Stakeholder Management, and Project Management. Quantify achievements and responsibilities where possible.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), especially for behavioral questions. Prepare to discuss your portfolio in detail, focusing on your strategic contributions and the impact of your work. Research EY's values and recent client successes.
• Company Research: Thoroughly research EY, its Business Consulting practice, and the "Studio+" team. Understand their approach to client challenges, their values, and their commitment to "Building a better working world."

⚠️ 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.

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