EY-Seren Ireland is an international strategic design and innovation consultancy with clients around the world and are part of the multi-skilled performance advisory practice of EY. We help clients achieve transform their customer facing commercial functions and business outcomes through a customer-centered approach to design. We combine deep customer and commercial insight with leading-edge design capabilities to deliver experiences that set our clients apart.
At EY Seren, 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.
EY Seren is going through a strong growth period as we continue to help clients transform their customer-facing functions, drive business outcomes and make enduring changes to their business.
We enable our clients by working closely with them to transform through sales, marketing, channels, pricing, digital products/services, via uplifted customer and employee experiences.
Seren is a team within Business Consulting and is the glue that integrates with the rest of EY to design and implement transformative change with our clients.
Who you are
We are looking for highly motivated self-starters and strong team players who like to push themselves, shape their own career, and who can think strategically but enjoy ‘rolling up their sleeves’ and working closely with clients to deliver successful outcomes.
The ideal candidate will have relevant consulting experience around developing customer strategy and/or industry experience in Health Sciences, Government, Media or Telco within Sales & Marketing and Service. Most important for success in this role is someone with a flexible, creative and can-do approach to work and who can work effectively in a new team and fast paced environment. This is a perfect role for you if you are looking to take the next step in a more innovative, collaborative and supportive environment.
What you will achieve at EY
Design experiences with a customer-centred mindset.
Build relationships with clients for successful delivery of their programmes leading to service delivery improvements
You will perform qualitative and quantitative analysis on all aspects of sales, service and marketing strategy, current state assessments and best practices
Contribute and lead business development and account management activities such as pursuits, proposals and managing key relationships
Manage small teams of 3-5 to develop project findings into clear, concise, high-quality deliverables
Define UX strategy, approach, and execution in development projects for different EY clients alone or within a large EY team.
Establish cross-functional relationships within EY to help cross-selling Seren services.
Prepare proposals and manage budgets to help us achieve our financial targets and grow our business.
Skills and attributes for success
You have designed and delivered projects in one or more of these areas: Customer Sales & Service Excellence (Sales & acquisition strategy, Customer service excellence & NPS/ CSAT / NetEasy enhancement), Customer Value Management (E2E customer lifecycle management, Customer loyalty & retention strategy, Customer lifetime value enhancement) or Customer Operating Models Strategy Review & Design
You bring business and commercial acumen and deal with confidential matters in a professional manner, whilst respecting and upholding professional integrity at all times.
You have structured thinking processes, as well as advanced analytical, problem solving and research skills
You excel under pressure and are confident handling change and prioritize tasks.
You have strong relationship-building and interpersonal skills, with proven stakeholder management experience (up, down, across) within businesses and with clients
You have experience in an agile/SCRUM team, or with Project Management methodologies
You have excellent written and communication skills and are passionate about Workshop facilitation and presentation
You have proven experience in different research methods (in-person and desktop research, how-to benchmark, data analytics, industry trends) and can uncover end user needs and pain points and turn these into clear direction for the service experience.
To qualify for the role, you must have
Degree in Business Studies, Business Administration, Engineering, Sciences or similar
Ideally 7 to 10 years in a relevant consulting role
Experience in leading engagements and project teams
Experience in Customer Engagement Platforms
Ideally, you’ll also have
PMP® or Prince2®, SAFe® or Scrum qualifications
Advanced Excel skills
Experience in ecommerce, Salesforce CRM, Dynamics CRM, Social Cloud
Experience in Digitalisation
A desire to continue to grow and shape your skill set, to enable you to provide program management solutions for the Transformative Age (e.g. agile and design thinking)
Ability to build effective, long-lasting relationships with clients
What we are looking for
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization.
What working at EY offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes:
Company laptop, generous annual leave and flexible working arrangements.
FlexEY, where you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings, and a wide range of discounts, offers, and promotions.
Plus, we offer:
Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
Diverse and inclusive culture: You’ll be embraced for whom you are and empowered to use your voice to help others find theirs.
About EY
EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
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