UKI Business Consulting Customer Transformation Customer Technology, Senior Consultant

Customer Technology solutions, designing and delivering technical solutions, through gathering requirements, documenting process flows/user flows, all the way through to supporting (build, test, deployment, etc) 

Agile Programme Management & Project Delivery 

Workshop Development and Facilitation

Stakeholder and Client Engagement and Management

Business Analysis and Presentation including requirements gathering, prioritisation and development of delivery plans.

Business Process Design and Optimisation including Lean & Process Improvement and Process Mapping customer/front office functions.

Customer facing solution design, implementation and analysis

Product Management 

CRM Implementation 

AI & Emerging Technology

Participate in the full project lifecycle (waterfall, hybrid, agile) from initial research and business case development to project planning, execution and close-out in customer facing role.

Utilise your skills in the areas of technology, product management and agile implementation support.

Perform business analysis tasks such as requirements gathering, prioritisation, and data analysis.

Engage with senior client stakeholders to drive business outcomes by facilitating workshops and collaborating on projects aimed at enhancing organisational results and customer experience.

Effectively analyse and define business and customer requirements through stakeholder engagements, process reviews, user story writing, product backlog development/support 

Work with developers, designers, business analysists, and testers to deliver customer-centred technology solutions, digital transformations and design-led innovation.

Support the development and implementation of front office/ customer-facing transformation, omnichannel transformation and CRM implementation projects.

Conduct business analysis and presentation activities, including requirements gathering, prioritization, and the development of delivery plans.

Design and optimize business processes, including Lean and Process Improvement methodologies and process mapping.

Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences.

Support the implementation of digital and CX transformation strategies.

Analytical & Problem Solving Skills: Ability to analyze and interpret data to identify trends and insights.

Problem-Solving Skills: Excellent analytical and troubleshooting skills to address business process issues and develop effective solutions.

Communication Skills: Excellent verbal and written communication skills to interact with stakeholders and present findings clearly.

Attention to Detail: High level of attention to detail to ensure accuracy in process documentation and analysis.

Technical Proficiency: Familiarity with business process modelling tools and software (, Microsoft Visio), CRM platforms ( Microsoft Dynamics, Salesforce etc.) and tools to support the role of Product Owner ( Microsoft Azure).

Project Management: Basic understanding of project management principles and agile methodologies.

Collaboration: Ability to work effectively in a team environment and collaborate with cross-functional teams.

Organisational Skills: Strong organisational skills to manage multiple tasks and projects simultaneously.

Customer Focus: Understanding of customer needs and the ability to design processes that enhance customer experience.

Stakeholder Engagement: Ability to engage with stakeholders at various levels to gather requirements and feedback,

A minimum of 4-5 years of experience in customer experience at Senior Consultant Level

Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.

Ability to think critically and challenge existing processes to identify areas for improvement.

Basic understanding of Lean, Six Sigma and Agile principles and methodologies.

Excellent presentation and facilitation skills

Understanding of Martech, CRM platforms (SF, SAP, Microsoft dynamics etc.), CPQ and data & analytics 

Understanding of digital and emerging technology

Commitment to continuous learning and improvement in business process design and optimisation.

Product Owner/ Scrum Master/ Product Manager delivery experience applying agile and waterfall methodologies 

Support and coaching from some of the most engaging colleagues around.

Opportunities to develop new skills and progress your career.

The freedom and flexibility to handle your role in a way that’s right for you.

Hybrid Working 

Pension/Discounted Health Insurance 

Web Doctor 

Purchase of Additional Annual Leave 

Free Gym Membership 

Travel Pass 

Maternity & Paternity Leave 

Bike to Work Scheme 

Referral Bonuses & Recognition Awards 

Tech MBA paid by EY 

When you join EY, you will be supported to ensure that you are enhancing your skills from day one.

Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.

As you grow and develop here, you’ll discover opportunities to help customise your career journey, so that it’s as unique as you are - success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.

Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.

Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.

We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.