Senior Consultant - Customer Service transformation And AI

At EY, youll 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 were 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 - Senior Consultant Customer Service Transformation and AI At EY, were all in to shape your future with confidence. Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. About Global Delivery Services Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EYs strategy by ensuring effective support to EYs growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service. Enablement Services provides cost-effective, high-skilled, and innovative services to support EYs global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation. The Opportunity 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 & DeliverySupport 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 & InnovationApply 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 SupportSupport proposal development, RFP responses, and creation of client presentations.Contribute to development of reusable assets, accelerators, and thought leadership for service transformation and AI offeringsResponsible 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. Skills And Attributes For Success Ideally, youll also Have experience delivering AI-led service transformation initiatives, including chatbots, automation, knowledge management, and case management transformation.Have exposure to leading service platforms, including A