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

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

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