• Job Description

  Req#: 1457266

  People Advisory Services (PAS) Managed Services – Customer Experience Manager

  At EY, 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

  Our Belfast office is a successful and growing one thanks to a large and varied client base ranging from multinational listed businesses to start ups, owner managed to private equity / entrepreneurial venture backed, covering various sectors. It is also the delivery hub for many of the managed services we deliver for UK and global clients meaning we can offer you the opportunity to gain experience of service delivery for a wide variety of clients and enhance your skills working with national and international businesses.

  The opportunity

  Our People Advisory Services managed services team are looking for a Customer Experience Manager to join our Belfast Office. The Customer Experience Manager serves as a bridge between our customers and the EY teams delivering our learning managed services and is accountable for evaluating customer feedback and developing and implementing strategies to improve customer satisfaction. They are responsible for conducting research and gathering insights and lessons learned to identify new opportunities for improving the customer experience.

  This role will be part of our Belfast based team working with account management, operations teams and the learning managed service leadership team.

  Your key responsibilities

  • Gather feedback, insights and lessons learned to identify opportunities for improving the customer experience
  • Accountable for representing EY in key internal and external governance forums where the effectiveness of the service and current customer experience is reviewed and strategic planning as part of continuous improvement takes place
  • Investigation and resolution of customer complaints
  • Collaborating with account managers and operations teams to investigate and respond to customer dissatisfaction
  • Using management information on current service performance and collaborating with service delivery management and leadership teams to drive continuous improvement, develop and implement continuous improvement plans
  • Represent EY at customer service drop-in forums to provide assistance to customers
  • Developing and implementing a customer communications strategy to regularly engage with customers and provide key service updates
  • Developing and implementing a customer listening strategy to regularly gather customer feedback leveraging EY’s service quality framework

  Skills and attributes for success
  We are looking for a Customer Experience Manager who has significant customer service management experience in a fast-paced managed service environment. For this role, project management experience and a continuous improvement mindset are also a key requirement.

  To qualify for the role you must have

  • Strong customer service skills and track record
  • The ability to manage difficult conversations e.g. complaint investigation and resolution
  • The ability to analyse data and feedback and develop practical, implementable strategies to drive continuous improvement in customer experience
  • A practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions
  • Strong project management skills and the ability to facilitate and encourage collaboration amongst team members and motivate teams to maximise performance
  • Strong stakeholder management skills
  • Strong interpersonal skills
  • Attention to detail and the ability to write high quality reports
  • A commitment to delivering exceptional client service

  Ideally, you’ll also have

  • Experience of working in a professional/managed services environment
  • Ability to identify, mitigate and manage areas of risk, carry out an effective review and consult appropriately within the firm

  What we offer

  We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY 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.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

  If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

  The exceptional EY experience. It’s yours to build.

  Apply now.

  EY | Building a better working world

  EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

  Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

  Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

• About the company

  EY provides consulting, assurance, tax and transaction services that help solve our client’s toughest challenges and build a better working world for all.

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