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EY

Manager – Customer Service Transformation, AI

EY

Manager driving AI-led service transformation initiatives at EY in Chennai. Leading engagement with senior stakeholders to enhance customer operations and service models.

Posted 7/9/2026full-timeChennai • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in driving AI-led service transformation initiatives, focusing on service strategy, process improvement, and delivery excellence. Proven ability to enhance customer experience through effective stakeholder management and implementation of AI, automation, and analytics in customer service environments.

Highest-signal resume keywords
Service TransformationAI Solution DesignStakeholder ManagementCustomer Experience ImprovementProject Delivery

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Service StrategyProcess ImprovementContact Center OperationsField Service TransformationDigital ServiceAI-Enabled Operations ImprovementCase ManagementKnowledge ManagementService KPIsCustomer Operations
Soft Skills
CommunicationProblem-Solving
Tools & Technologies
AIAutomationAnalyticsCRMService PlatformsDigital Workflow Tools
Industry Keywords
Customer ServiceTransformation InitiativesService JourneysKnowledge-Enabled Support Models

About the role

Key responsibilities & impact
  • The Manager – Customer Service Transformation and AI will drive AI-led service transformation initiatives within the Customer practice, combining service strategy, AI solution design, process improvement, and delivery excellence.
  • Support clients in reimagining service journeys, contact centre operations, field service, and knowledge-enabled support models through responsible use of AI, automation, analytics, and workflow orchestration.
  • Work with senior stakeholders to identify transformation opportunities, shape practical roadmaps, and deliver measurable improvements.

Requirements

What you’ll need
  • 8+ years of experience in service transformation, customer operations, contact center transformation, field service transformation, digital service, or AI-enabled operations improvement.
  • Consulting experience is desired.
  • Proven experience supporting or leading service transformation initiatives from assessment through implementation planning and adoption.
  • Strong understanding of service journeys, contact center operations, case management, knowledge management, service KPIs, and customer experience improvement levers.
  • Hands-on experience with AI, automation, analytics, CRM, service platforms, or digital workflow tools in customer service environments.
  • Strong stakeholder management, communication, problem-solving, and project delivery skills.

Benefits

Comp & perks
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options