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Service line - Position Title: Insurance Business Transformation – CX/Service Transformation Senior

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

CX/Service Transformation for Global Insurance and Financial Services Clients.

Primary Skills and Expertise –

Define customer and service transformation strategy
Design customer service experience, end to end customer journey mapping, AI led service models
Define service operating models, process, service capabilities, performance management and governance for customer lifecycle including sales, onboarding, service and retention
Omni-channel transformation – define the role of physical, digital and hybrid channels and create seamless customer and influencer journeys
Understanding of key Customer Service and Experience related metrics and leading-lagging indicators such as NPS, CSAT, etc.
Identify use cases where digital, data and AI can transform service and channel performance.
Work with client and internal teams to design and implement solutions (e.g., digital tools, self service portals, personalization engines, next best action models, performance dashboards etc.).

Your Key Responsibilities

6 - 8 years of experience in the above-mentioned skills and expertise for global Insurance and financial services clients
Hands-on experience with any of the market leading CRM / BPM tools.
Strong analytical skills: ability to interpret data and make data-driven decisions.
Excellent communication, storytelling, writing, and editing skills. Ability to engage and influence senior stakeholders.
Act as a trusted advisor in understanding and analysing client's business problem / vision, conduct current state assessment with business stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artefacts and provide meaningful insights / recommendations for future state design.
Preferred with business consulting background with sound knowledge of key Insurance business process, customer touchpoint & journey design, design thinking along with stakeholder management.
Should be able to contribute to practice development, thought leadership and business development activities.
Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify CX Journey flows, Personas, Process Flows, etc

Skills and attributes for success

Ideally, either you have delivered multiple CX/Service transformation engagements as part of consulting organization or have worked in Insurance carrier’s CX / Service operation / CRM department steering such transformations end to end.
We are looking for candidates with Tier – 1/Tier -2 MBA with significant industry or consulting experience in Insurance domain for CX/Service transformation.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.

Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.

People and Culture : In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.

Benefits : Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.

How to Apply : If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.

Successful candidates advance to a competency-based interview. If mutual interest persists, a job offer awaits.

“We are an equal opportunity employer and are committed to Diversity, Equity & Inclusion”.

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.

RC FS-BT INS-CX - Service Transformation-Senior

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