Business Consulting – Customer Transformation - Marketing, Sales and Service, Director


General Information
Location: Dublin
Available for Visa Sponsorship: Yes
Business Area: Business Consulting
Contract Type: Full-Time – Permanent


Introduction to the competency
Join our dynamic and innovative team dedicated to elevating customer experiences. We are a market leader in customer transformation, leveraging cutting-edge technology and strategies to empower our clients to exceed their customers' expectations.


Our vision is : “To be the best consultancy in the Isle of Ireland for supporting clients transform their front office, through great design, to deliver their growth agenda”.
Our Customer Transformation approach helps deliver sustainable growth and value creation. We provide Product Owners and a Product Management Capability as well as Customer Analytics / Insights Management and bring deep experience in the use of a Design Authority for Customer Initiatives.


We provide support for the large-scale transition delivery of customer operating models, including insourcing and outsourcing transition management. Our CX approach delivers a human-centered mindset and culture, where customers come first in all areas, from products to brand marketing and aftersales. Additionally, we set up Model Offices and manage customer processes as well as deliver pilots, tests and hothousing, helping Ideate, prototype, and test new experiences to meet and exceed customer expectations and generate positive business impact.


The opportunity
As the Marketing, Sales and Service Director of Customer Transformation, you will play a pivotal role in guiding our clients through their customer experience (CX) journey. You will lead a team of passionate professionals to design and implement transformative strategies that create meaningful and differentiated customer experiences.


Your key responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer transformation strategy that aligns with our clients' business objectives and positions them at the forefront of their industry.
• Client Engagement: Foster strong relationships with C-level executives, understanding their unique challenges and co-creating bespoke solutions that drive customer-centric change.
• Innovation and Thought Leadership: Stay ahead of industry trends and emerging technologies to continuously evolve our service offerings and thought leadership in the CX space.
• Team Development: Build, mentor, and lead a high-performing team of customer experience experts, fostering a culture of collaboration, innovation, and excellence.
• Operational Excellence: Ensure the successful delivery of projects by managing resources, timelines, and budgets effectively, while maintaining the highest standards of quality and client satisfaction.
• Impact Measurement: Define and track key performance indicators to assess the impact of customer transformation initiatives, ensuring tangible value for our clients

Skills and attributes for success

• Originate and develop sales worth €3m
• Deliver €2m revenue
• Utilisation target of 70%
• Lead a team of 10+FTE

To qualify for the role, you must have

• A minimum of 10 years of experience in customer experience, consulting, or a related field, with at least 5 years in a leadership role.
• Proven track record of leading successful customer transformation projects.
• Strong business acumen and understanding of various industries and their customer experience challenges.
• Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• A passion for innovation and a relentless drive to deliver exceptional client outcomes.
• A professional sales track record
• Excellent presentation and facilitation skills
• A passion for customer experience design
• Experience in delivering Customer Technology programmes
• Understanding of Martech, CRM platforms (SF, SAP, Microsoft dynamics etc.), CPQ and data & analytics
• Understanding of digital and emerging technology
• Knowledge about system enhancements and configuration
• Development of Business cases and benefits tracking
• Great people management skills

What we look for
We are looking for experienced, motivated people who have previously worked in ERP / Technology Programme and Project Management, either in industry or in a client-side advisory role to join our team.


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 Flex EY 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.


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