EY Senior Manager, Customer, Performance Improvement - Sydney in Sydney, Australia

Senior Manager, Customer, Performance Improvement - Sydney


Requisition # SYD003AX

Post Date May 08, 2018

The Opportunity

Our Financial Services clients are facing disruption to their business model as new entrants exploit shifts in consumer behaviour with the growth of digital, and customer expectations continue to rise. As part of our Customer Advisory team, you'll help clients interact effectively with customers through their marketing, sales and customer service functions. By advising them on how to optimise their customer channels, you'll help them deliver improved customer experience, cost reduction and revenue growth on an ongoing basis. Working with multi-disciplinary teams you will be leading digital engagements and multidisciplinary teams advising our clients involved in positioning and growing the Customer & Channel practice. You will have the chance to work on a broad range of engagements from customer strategy and design through to execution, to deliver bespoke solutions that align the customer value proposition and experience to the organisations’ overall strategy.

Key Responsibilities

In your role as a Senior Manager you will:

  • Lead customer focused transformation across channels and business areas, delivering measurable improvement in value, effectiveness, efficiency and quality of services delivered

  • Analyse complex data sets to understand customer behaviour and optimise channel offerings

  • Contribute in shaping pricing, sales, marketing, digital commerce, channel and customer service solutions

  • Develop digital strategy that establishes clear objectives for each campaign, channel and program keeping the client deliverables in mind

  • Manage client relationships and deliver client proposals

  • Develop a digital strategic roadmap and manage the customer experience program

  • Package overall project findings into clear, concise, high-quality work products

  • Act as a subject matter resource on one or more services, leveraging your knowledge and experience to meet client problems

  • Start to lead small teams and work streams.

Skills and Attributes for Success

  • Ability to think critically and keep customer experience at the forefront of everything you do

  • Experience in translating data into commercial insights in a clear and succinct manner, informed by structured problem solving

  • Experience in digital campaign management across media and with digital channel experience for customers

  • Willingness to stretch and challenge client thinking with a natural curiosity to define new ways of working

  • Confident, rapport building skills across all levels of the organisation

  • Able to use your business experience and sound project management skills to frame advice in a way that is helpful to achieve business results

  • Excellent cross-group collaboration, communication, negotiation and interpersonal skills, including strong presentations skills.

What working at EY offers?

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards 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

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.

About EY

EY is a global professional services organisation providing advisory, assurance, tax and transaction services. We are committed to doing our part in building a better working world, to help create wider economic and social benefits today, and a strong legacy for a better tomorrow. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. We are an equal opportunity employer.

Make your mark.

Apply now.

Indigenous candidates are encouraged to apply.

The preferred applicant will be subject to employment screening by Ernst & Young or by their external third party provider.

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