Director, Service & Operations, UKI Studio+

Overview

As Director in EY Studio+ UK, you lead major customer service transformation programmes, shaping strategic engagements and roadmaps. You apply AI and automation at scale to contact centres, improving experience and efficiency while guiding senior client stakeholders. You’ll shape EY Studio+ propositions, grow key accounts, and represent the practice externally. This role blends hands-on delivery with thought leadership in a fast-changing environment that values human-centred, practical solutions.

Pay / Benefits

• Total Rewards package
• flexible working
• health and wellbeing support
• insurance
• savings
• discounts

Responsibilities

• Lead and oversee large-scale customer service transformation programmes with measurable outcomes
• Define strategic direction of engagements, including scope and roadmaps aligned to client priorities
• Apply AI, automation and emerging technologies at scale within contact centres to enable improvements
• Act as trusted advisor to senior client stakeholders, influencing decisions and shaping long-term agendas
• Ensure delivery excellence across engagements with quality, pace and commercial discipline
• Own and deepen senior client relationships, positioning EY Studio+ as a trusted partner
• Shape and evolve EY Studio+ propositions in customer service, contact centres and AI-enabled transformation
• Own a sales target for business development and programme execution
• Drive business development and revenue growth by originating opportunities and expanding strategic accounts
• Represent EY Studio+ externally, contributing to thought leadership, market presence and brand recognition
• Stay informed on industry trends, technologies and regulatory developments and bring insights to client engagements and internal thinking

Key requirements

• Extensive experience leading customer service transformation programmes, especially in contact centre environments
• Proven track record applying AI and technology at scale to drive outcomes
• Ability to operate across strategy, design and implementation of complex transformations
• Experience owning and growing client accounts and contributing to revenue
• Credibility with senior stakeholders as a trusted advisor on transformation and innovation
• Experience leading large and/or multiple teams and delivering excellence across engagements
• Strong understanding of CRM platforms and enterprise-level customer service ecosystems
• Track record contributing to practice growth, proposition development and market positioning

• Strong stakeholder management and influencing capability
• Collaborative, cross-functional teamwork
• Inquisitive and user-focused mindset
• AI and automation in contact centres
• Experience with contact centre technologies (e.g. Genesys, Twilio)
• Knowledge of CRM platforms and enterprise service ecosystems

…