Customer & Growth - Manager
We are looking for Managers to join our leading Customer & Growth team. Our consultants are passionate about shaping innovative CX strategies and delivering tangible impact. They bring a strategic, analytical, and creative mindset to help our clients design cutting-edge experiences and operational models.
Our consultants work collaboratively with clients to craft compelling strategies, develop customer journeys, and establish operating models that reflect best practices and innovation. They ensure alignment with organizational goals while fostering a customer-first culture.
Our consultants excel in dynamic, fast-paced environments and thrive in projects that span CX strategy, journey mapping, and implementation. They deliver outstanding service and support EY’s purpose of “building a better working world.”
Your role will be dynamic and multifaceted – balancing client delivery, team leadership, and strategic initiatives to support the growth of both EY and our clients.
Your Key Responsibilities
- Lead CX workstreams independently, ensuring timely and high-quality delivery of customer-centric solutions that align with the client’s strategic objectives.
- Serve as a key client contact, leading discussions, presenting insights, and building long-term relationships with senior stakeholders.
- Facilitate key client meetings, workshops, and stakeholder engagements to align on strategic priorities.
- Collaborate with Senior Managers, Directors and Partners on project management, resourcing, and risk mitigation.
- Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.
- Facilitate design workshops, stakeholder engagements, and client meetings to align on CX strategies and priorities.
- Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.
- Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.
- Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives.
- Manage and mentor Assistant Managers, Senior Consultants and Consultants, fostering a high-performance team culture.
- Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.
- Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.
Skills and Attributes for Success
- Strong leadership and team management capabilities, with experience in guiding and developing junior team members.
- Exceptional communication and client-facing skills, with the ability to build relationships and influence stakeholders.
- Proven ability to independently drive workstreams and manage multiple priorities in fast-paced environments.
- Analytical and strategic thinking, with a customer-centric and results-oriented mindset.
- Ability to develop and implement CX strategies that align with business objectives and market trends.
- Expertise in designing and executing growth strategies, including revenue optimization and market expansion.
- Proficiency in stakeholder engagement and facilitation, ensuring alignment across complex organizations.
To Qualify for the Role, You Must Have
- A bachelor’s or master’s degree with a minimum of 5+ years of experience in customer experience strategy, journey design, or growth strategy consulting.
- Demonstrated experience in leading workstreams and managing deliverables in a consulting or industry setting.
- Proven expertise in designing customer journeys, service models, and CX enablers (e.g., Voice of the Customer).
- Strong foundational knowledge of business design principles, including operating models, KPI development, and strategy execution.
- Experience in conducting benchmarking and integrating best practices into consulting recommendations.
- Expertise in leading stakeholder discussions, workshops, and cross-functional initiatives.
Ideally, You Will Also Have
- Sector-specific knowledge in industries such as government, financial services, hospitality or mobility, with insights into sector-specific customer behaviors and expectations.
- Familiarity with advanced methodologies like design thinking, agile project management, and digital transformation strategies to drive innovative and customer-focused solutions.
- Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), analytics tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce, MS Dynamics) to optimize customer interactions and operational efficiency.
- Exposure to emerging technologies and trends in CX, such as AI-driven personalization, omnichannel strategies, and data-driven decision-making to enhance customer engagement and satisfaction.
- Experience in developing and implementing growth strategies, including market entry, sales enablement, or revenue optimization.
- Relevant certifications in the customer experience domain (e.g., CCXP)
