Senior Manager - Customer Service Transformation and AI
ChennaiFull-time8–12 yrsPosted 1 week ago
Leadership customer support role at EY in Chennai. Needs 8–12 years.
About the role
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What you'll do
- Advise C-suite stakeholders on customer service transformation strategies, including AI adoption, digital channels, and experience-led service design
- Define target operating models, business cases, and transformation roadmaps aligned to enterprise priorities
- Identify value levers across cost reduction, experience improvement, and automation
- Lead pursuits: RFP responses, solution proposals, pricing, and executive stakeholder engagements
- Build practice offerings in collaboration with CCaaS and AI platform partners to differentiate service capabilities
What you need
- Customer service
- CRM
- NLP
- Data privacy
- AWS
- Microsoft Dynamics
Good to have
- Salesforce
- SAP
- Google Analytics