CHENNAI · FULLTIME
Manager - Customer Service Transformation And AI
Ernst Young
Chennai · onsite · Posted 4d ago
Sourced from
Undisclosed8–13 yrsfulltimeChennai
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Section · 01
About this role
Job Summary
At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Consulting Manager - Customer Service Transformation and AI The Opportunity The Manager Customer Service Transformation and AI will drive AI-led service transformation initiatives within the Customer practice, combining service strategy, AI solution design, process improvement, and delivery excellence. The role will support clients in reimagining service journeys, contact centre operations, field service, and knowledge-enabled support models through responsible use of AI, automation, analytics, and workflow orchestration. You will work with senior stakeholders to identify transformation opportunities, shape practical roadmaps, and deliver measurable improvements in customer experience, service productivity, resolution quality, and operating efficiency.
Your Key Responsibilities Business Development & Market Leadership - Support the development of AI-led service transformation opportunities across advisory and implementation engagements, contributing to pipeline growth and client relationship expansion.
- Contribute to proposals, RFP responses, solution narratives, and executive presentations focused on service modernization, AI adoption, and customer operations improvement.
- Support GTM development for AI-enabled service offerings across sectors, including contact center transformation, intelligent case management, field service optimization, and digital self-service.
- Develop reusable assets, accelerators, and points of view on AI-led service transformation, customer operations, and service experience modernization.
- Stay current on emerging service models, AI adoption patterns, automation trends, and customer expectations that may influence client service transformation priorities.
- Lead workstreams within service transformation programs from current-state assessment through roadmap design, implementation planning, and adoption support.
- Assess service processes, customer journeys, operating models, channel mix, agent workflows, knowledge management practices, and performance metrics to identify improvement opportunities.
- Design AI-enabled service operating models, service blueprints, automation use cases, governance structures, and adoption roadmaps aligned to client business outcomes.
- Support implementation of AI use cases such as virtual agents, agent assist, intelligent routing, case summarization, sentiment insights, knowledge search, predictive service, and workflow automation.
- Partner with technology, data, and business teams to translate service pain points into business requirements, solution concepts, process maps, and delivery-ready backlogs.
- Develop business cases and benefits models to quantify productivity gains, containment improvement, average handle time reduction, service quality improvement, and cost-to-serve impact.
- Ensure delivery quality across assigned workstreams, including scope management, stakeholder coordination, milestone tracking, issue resolution, and executive reporting.
- Support change management and adoption activities to improve stakeholder readiness, responsible AI usage, and operational sustainability.
- Enable teams to leverage AI, automation, analytics, CRM, contact center platforms, knowledge management systems, and workflow tools to improve service outcomes.
- Work with cross-functional teams to define data, integration, and governance considerations required for AI-enabled service transformation.
- Identify opportunities to build accelerators, prototypes, and reusable methods for AI-enabled service discovery, solution design, and benefits tracking.
- Manage small to mid-sized project teams or workstreams, ensuring high-quality deliverables, structured problem solving, and timely execution.
- Coach consultants and analysts on service transformation methods, requirements structuring, stakeholder engagement, and AI-led operating model design.
- Experience with AI-enabled service use cases such as virtual agents, agent assist, intelligent routing, case summarization, and predictive service insights.
- Exposure to service platforms such as Salesforce Service Cloud, Microsoft Dynamics 365 Customer Service, ServiceNow CSM, Genesys, NICE, Amazon Connect, or similar technologies.
- Industry experience across B2B, professional services, technology, manufacturing, consumer, healthcare, utilities, or financial services sectors.
- 8+ years of experience in service transformation, customer operations, contact center transformation, field service transformation, digital service, or AI-enabled operations improvement.
- Consulting experience is desired.
- Proven experience supporting or leading service transformation initiatives from assessment through implementation planning and adoption.
- Strong understanding of service journeys, contact center operations, case management, knowledge management, service KPIs, and customer experience improvement levers.
- Hands-on experience with AI, automation, analytics, CRM, service platforms, or digital workflow tools in customer service environments.
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Section · 02
Skills
AutomationcrmAmazon connectcontact centeramazon web servicescase managementBusiness RequirementsB2BChange ManagementAnalyticsCapital MarketsBusiness DevelopmentcloudAverage Handle Timeclient relationshipAccountingArtificial Intelligence
Section · Company
About Ernst & Young
Ernst Young
Management Consulting
44k+
employees
2002
24 years old
Gurgaon / Gurugram, Haryana
India
₹15.3L PA avg
Avg at Ernst & Young
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At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over.
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