Senior Manager – Customer & Growth – Business Consulting
EY
full-time
Posted on:
Location Type: Office
Location: Dubai • United Arab Emirates
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Salary
💰 AEDNaN per year
Job Level
About the role
- Lead CX workstreams independently, ensuring timely and high-quality delivery of customer-centric solutions that align with the client’s strategic objectives.
- Serve as a key client contact, leading discussions, presenting insights, and building long-term relationships with senior stakeholders.
- Facilitate key client meetings, workshops, and stakeholder engagements to align on strategic priorities.
- Collaborate with Senior Managers, Directors and Partners on project management, resourcing, and risk mitigation.
- Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.
- Facilitate design workshops, stakeholder engagements, and client meetings to align on CX strategies and priorities.
- Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.
- Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.
- Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives.
- Manage and mentor Assistant Managers, Senior Consultants and Consultants, fostering a high-performance team culture.
- Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.
Requirements
- A bachelor’s or master’s degree with a minimum of 8+ years of experience in customer experience strategy, journey design, or growth strategy consulting.
- Demonstrated experience in leading workstreams and managing deliverables in a consulting or industry setting.
- Proven expertise in designing customer journeys, service models, and CX enablers (e.g., Voice of the Customer).
- Strong foundational knowledge of business design principles, including operating models, KPI development, and strategy execution.
- Experience in conducting benchmarking and integrating best practices into consulting recommendations.
- Expertise in leading stakeholder discussions, workshops, and cross-functional initiatives.
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
- Flexible work arrangements
- Retirement plans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience strategyjourney designgrowth strategy consultingdesigning customer journeysservice modelsCX enablersoperating modelsKPI developmentstrategy executionbenchmarking
Soft Skills
leadershipclient engagementrelationship buildingcollaborationfacilitationmentoringcommunicationstrategic thinkingproblem-solvingteam culture
Certifications
bachelor's degreemaster's degree