Job Title: Business Consulting – Business Transformation, Operating Model and Process Excellence - Customer Transformation – Manager

Location: Dublin

Available for Work Visa Sponsorship: NO

Business Area: Business Consulting - Customer Transformation

Contract Type: Full-Time – Permanent

The opportunity

Join our Customer Transformation team and help clients radically improve their customer-facing operations. You’ll work on exciting projects that transform customer experience, drive sustainable growth, and enhance business outcomes. This is your chance to shape how organisations connect with their customers through innovative digital solutions and user-centric strategies.

Your key responsibilities

Lead and support enterprise-wide business transformation engagements from initial assessment, diagnostics and strategy through design, implementation and benefits realisation.
Assess current operating models, organisational structures, governance arrangements, decision rights, capabilities, processes, technology and performance measures.
Design target operating models that align people, process, technology, data, governance and organisation with the client’s strategic objectives.
Translate transformation strategies into clear implementation roadmaps, workstreams, initiatives, dependencies and measurable outcomes.
Lead end-to-end process analysis, including process discovery, reengineering, design, standardization, simplification and improvement.
Experience in digital delivery, requirement gathering, and tech enablement (automation, AI) as part of their analysis/ discovery work.
Identify operational inefficiencies, root causes, risks and improvement opportunities using qualitative and quantitative analysis.
Develop current-state and future-state process documentation using recognised process modelling approaches and tools.
Conduct business analysis activities including problem definition, requirements elicitation, prioritisation, options assessment, impact analysis and traceability.
Facilitate senior stakeholder interviews, design workshops and cross-functional working sessions to build alignment and support decision-making.
Define governance structures, decision rights, accountability frameworks, service delivery models and performance management arrangements.
Support organisation and capability design, including role definitions, responsibility matrices, skills requirements and workforce implications.
Develop transformation business cases, benefits frameworks, KPIs and mechanisms for tracking delivery and sustainable outcomes.
Support programme mobilisation and delivery, including planning, governance, RAID management, dependency management and executive reporting.
Coach junior team members and contribute to the development of EY methods, propositions and client relationships.

Skills and attributes for Success

Strong analytical and problem-solving skills.
Excellent communication and stakeholder engagement abilities.
Demonstrable experience delivering complex business transformation, operating model or process improvement engagements.
Strong understanding of target operating model design across organisation, governance, processes, people, technology, data, capabilities and performance management.
Experience conducting operating model assessments and translating findings into practical future-state designs and implementation roadmaps.
Strong end-to-end process improvement skills, including process discovery, value-stream analysis, process mapping, root-cause analysis and future-state redesign.
Ability to move between strategic objectives and detailed operational requirements.
Strong business analysis capability, including requirements elicitation, options analysis, impact assessment and requirements traceability.
Strong programme and project delivery skills across agile, hybrid and waterfall environments.
Excellent workshop design, facilitation and stakeholder management skills, including experience working with senior executives.
Ability to manage multiple tasks and collaborate effectively in teams.
Customer-focused mindset with attention to detail.
Ability to lead teams and support and develop junior colleagues.
Commercial awareness and the ability to identify opportunities, shape client propositions and contribute to business development.

Ideally, you’ll also have

Experience with Lean, Six Sigma, and Agile methodologies.
Product Owner or Scrum Master experience.
Experience using process modelling standards and tools, such as BPMN, Visio, ARIS or equivalent platforms.

What we look for

We’re looking for innovative, agile thinkers who are passionate about customer experience and wider business transformation.
You’ll thrive in a collaborative environment and be driven to make a meaningful impact through inclusive leadership and creative problem-solving.

What working at EY offers

We offer a competitive remuneration package. 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
All our employees are given a benefits package which they can tailor to suit their individual preferences. Our range of benefits include:
Pension
Maternity & Paternity leave
Discounted health insurance
Bike to work Scheme
Web Doctor - Free unlimited online GP consultations for you and your family
Recognition Awards
The purchase of additional annual leave
Cash incentives for referrals
Hybrid Working
Work Mobile
Free Gym membership
TECH MBA paid by EY
Travel Pass
Wellness rooms Available in some offices

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.

Career Progression

When you join EY, you will be supported to ensure that you are enhancing your skills from day one.
Continuous learning, where you can develop the mindset and skills to navigate whatever comes next.
As you grow and develop here, you’ll discover opportunities to help customise your career journey, so that it’s as unique as you are - success is defined by you, we will provide the tools and flexibility, so you can make a meaningful impact, your way.
Transformative leadership, we will give you the insights, coaching and confidence to be the leader the world needs.
Diverse and inclusive culture, you will be embraced for who you are and empowered to use your voice to help others find theirs.
We have embraced Hybrid working at EY adding greater flexibility and autonomy to the roles of our employees.

Inclusion & Diversity

We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients.

We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.

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.

IMPORTANT: Where Agency assistance is required, our Talent Team will engage directly with suppliers. CVs / Profiles should not be shared directly with Hiring Managers. Unsolicited CVs / Profiles supplied to EY by Recruitment Agencies will not be accepted for this role.

Business Consulting - Business Transformation, Operating Model and Process Excellence Manager

Benefits

Job Description