Location: Belfast
Salary: Competitive
Business Area: Business Consulting - Customer Transformation
Contract Type: Full-Time
Job Title: Business Consulting – Customer Transformation – Customer Technology (Business Process Analyst), Senior Consultant / Manager

The Team and the opportunity
Customer Transformation helps clients transform their customer-facing commercial functions and business outcomes through developing and implementing CX strategies, operating models, digital solutions, user-centric services, and optimised products, experiences, marketing and sales.
Customer Transformation creates changes in clients’ operations, digital capabilities, channels, product-service systems and customer connections, radically transforming the customer experience and fostering long-term, sustainable growth. We help organisations enhance business outcomes by refining their sales, marketing, and service approaches, ultimately driving better financial results. Our approach leverages design thinking, business design and innovation to drive optimal business decisions and outcomes.

We have a number of exciting, client facing roles for individuals with demonstrable consulting experience in the following areas:

• 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

We are seeking a dynamic and experienced Customer Technologist (Process/BA/Product Owner/Management) to join our Business Consulting – Customer Technology. You will collaborate with clients to scope, design, and implement customer technology/ innovation solutions to drive optimal business decisions and outcomes.

Your key responsibilities

• 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.

Skills and attributes for success

• 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 (e.g., Microsoft Visio), CRM platforms (e.g. Microsoft Dynamics, Salesforce etc.) and tools to support the role of Product Owner (e.g. 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.

To qualify for the role, you must have

• A minimum of 3-5 years of experience in customer experience at Senior Consultant Level, 6-7 years at Manager, consulting, or a related field.
• 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

What Working At EY Offers

We offer a competitive remuneration package. Our comprehensive benefits 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:

• 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.

All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:

• 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

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.

Career Progression

• 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.

Inclusion & Diversity
We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.

We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You’ll be embraced for who you are and empowered to use your voice to help others find theirs. As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.

soon as possible.

Join us in building a better working world. That’s Why, EY.

Apply now.

IMPORTANT: Where Agency assistance is required, our Talent Team will engage directly with suppliers. CVs / Profiles should not be shared directly with Hiring Managers. Unsolicited CVs / Profiles supplied to EY by Recruitment Agencies will not be accepted for this role.

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.