In a world of dramatic and fast-paced change, the ability to retain existing customers and attract new ones is critical. As a customer advisory professional, you will provide clients with a strong analytical framework to transform their sales and drive sustainable growth. Joining one of our high-performing, globally integrated teams, you will work closely with our clients’ marketing, sales and customer service functions, helping to ensure they interact effectively with their customer base.

Through our structured learning and development program, you will develop the skills, knowledge and experience to help grow our clients’ businesses. With a network that stretches across the world, you will gain unparalleled insight and experience from different geographies and sectors. So whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

The opportunity

We are looking for Seniors Associates to join our leading Business Design Consulting team. Our Senior Associates are passionate about helping businesses reimagine and deliver their Customer Experience. They are smart, switched on and bring a strategic, creative and analytical mindset. Above all they want to make a real difference to our client’s business and their customers.

Senior Associates are integral to our project teams and work closely with our clients to lead, inspire and influence thinking within the project. They are expected to coach and develop junior team members and are responsible for the delivery of complex deliverables, solutions or workstreams. They deliver impactful when presentation, and have experience in designing and facilitating client workshops, design sessions and/or customer research clinics. They are comfortable working with a level of ambiguity and at a fast pace in a dynamic environment.

Our Senior Associates enjoy working on varying projects and are open to learning about new industries and new cultures. They work across the project lifecycle from CX strategy through to CX design and execution. They deliver outstanding service to our clients and in do so in a way which helps achieve our purpose of “build a better working world”

Your key responsibilities

• Creates and works through interaction design generating necessary models
• Actively participates and contributes in brainstorming and solutioning of the defined interaction
  problem or challenge, also contributes to mapping of specific, relevant customer journey
• Creates visual executions of concept/challenge in form of storyboarding, prototype designs.
• Creates site maps, user flows, wire frames and visual designs.
• Builds information architecture of the product or service
• Responsible for creation and definition of all user interface and journeys.
• Produces specification and guidelines necessary for development and delivery teams to follow their designs and build products and services accordingly.
• Responsible for creation of interaction design assets and their functional consistency
• Collaborates closely with experience and service designers on user experience, design solutions building of the prototype
• Responsible for creating and documenting interaction design guidelines and writing respective documentation
• Participates in user and usability testing in order to iterate and improve the interface designs

Skills and attributes for success

• Strong analytical and problem-solving skills
• Dedicated, innovative, resourceful, analytical and able to work under pressure
• Foster an efficient, innovative and team-oriented work environment with strong drive to excel professionally
• A genuine passion and desire to improve the experience customers have with brands and organizations

To qualify for the role, you must have

• Undergraduate or Postgraduate degree with at least 2+ years’ working experience in a customer-facing and problem-solving capacity, preferably with 1 year in a business consulting role with a leading consultancy firm
• Experienced in designing or delivering customer journeys in the market. We would be open to exploring profiles with varied years of experience for other grades
• Familiarity with customer-centric trends, best practices and technology solutions. Some fundamental experience in at least one of the competencies would be an advantage:
  • Customer research and Insights
  • Human-centred Experience Design and Measurement
  • Sales and Marketing
  • Customer Services Operations and Channel Engagement
  • Recognized digital platforms and enabling technologies i.e. CMS, CRM

Ideally, you will also have

• Sector-specific customer experience knowledge
• Knowledge in Agile and/or traditional project management
• Knowledge in product management and development lifecycle
• Knowledge in Design Thinking, UI/UX

What we look 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 will be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

What working at EY offers

EY offers a competitive remuneration package commensurate with your work experience, where you will be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), as needed, guided by our FWA Policy. 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.

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.