CHENNAI · FULLTIME
Senior Consultant - Customer Service transformation And AI
Ernst Young
Chennai · onsite · Posted 4d ago
Sourced from
Undisclosed5–10 yrsfulltimeChennai
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Section · 01
About this role
Job Summary
The Senior Consultant - Customer Service AI led Transformation and AI will support the design and delivery of AI-enabled service transformation initiatives. This role combines analytical problem-solving, solution design, and implementation delivery. You will work closely with senior stakeholders to assess service operations, identify AI-led transformation opportunities, and deliver technology-enabled improvements across customer service and support functions. Additionally, you will contribute to building reusable assets and support practice growth initiatives aligned with business priorities.
Your Key Responsibilities - Client Engagement & Delivery
- Support delivery of service transformation engagements from assessment through implementation, ensuring alignment with client objectives.
- Analyse current-state service processes, customer journeys, case management workflows, and performance metrics to identify improvement opportunities.
- Assist in designing AI-led service solutions such as chatbots, virtual assistants, intelligent routing, agent assist, and workflow automation.
- Support service operating model redesign including process optimization, workforce enablement, and SLA improvements.
- Contribute to implementation of AI, analytics, and service management solutions integrated with CRM/service platforms.
- Develop functional specifications, user stories, and process documentation to support solution delivery.
- Assist in preparing business cases and tracking benefits related to service efficiency, cost reduction, and customer satisfaction.
- Ensure quality and timely delivery of project workstreams.
- Technology & Innovation
- Apply AI/ML concepts, generative AI, and automation tools to enhance service processes and decision-making.
- Stay updated on emerging trends in AI-enabled service transformation, including conversational AI and intelligent service management.
- Business Development Support
- Support proposal development, RFP responses, and creation of client presentations.
- Contribute to development of reusable assets, accelerators, and thought leadership for service transformation and AI offerings
- Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.
- Have experience delivering AI-led service transformation initiatives, including chatbots, automation, knowledge management, and case management transformation.
- Have exposure to leading service platforms, including CRM/service cloud solutions and ITSM tools.
- Demonstrate an understanding of customer experience metrics (CSAT, NPS) and service KPIs, and their role in improving service operations and customer outcomes.
- 5+ years of experience in service transformation, customer operations, process improvement, or consulting.
- Consulting experience is preferred
- Experience in analysing service processes and supporting implementation of service or CRM platforms.
- Strong problem-solving, analytical, and stakeholder management skills.
- Familiarity with AI/automation concepts and service management tools.
At EY, well develop you with future-focused skills and equip you with world-class experiences.
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Section · 02
Skills
CSATCustomer ExperienceAutomationcrmAutomation Toolsamazon web servicescase managementcrm platformsclient presentationsCost ReductionAnalyticsCapital MarketsConversational AiBusiness DevelopmentcloudAccountingCustomer OperationsArtificial 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
About
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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