Service Transformation Senior

Responsibilities

• Define customer and service transformation strategies for global insurance and financial services clients
• Design end-to-end customer journey maps and AI-led service models
• Define service operating models, including processes, capabilities, and governance for the customer lifecycle
• Lead omni-channel transformation efforts across physical, digital, and hybrid channels
• Identify high-impact use cases where digital, data, and AI can transform service performance
• Act as a trusted advisor by conducting current-state assessments and providing data-driven recommendations
• Design and implement solutions such as self-service portals, personalization engines, and performance dashboards
• Utilize design collaboration tools to build CX journey flows, personas, and process flows

Requirements

• 6-8 years of experience in CX or Service Transformation, specifically for global insurance and financial services
• Hands-on experience with market-leading CRM or BPM tools
• Strong analytical skills with the ability to interpret data and drive decision-making
• Excellent communication, storytelling, and stakeholder management skills
• Proficiency in design collaboration tools such as Mural, Miro, PPT, or Visio

Preferred Qualifications

• Tier-1 or Tier-2 MBA
• Background in business consulting with deep knowledge of insurance business processes
• Experience in design thinking and customer touchpoint design

About the Company

EY is a global leader in assurance, consulting, strategy, tax, and transactions. We are dedicated to building a better working world by helping clients transform and operate through data and technology. Our Global Delivery Services (GDS) network connects professionals across the globe to provide seamless, high-quality support to our clients worldwide.