As a Director in the Service & Operations Practice at EY Studio+ UK, you will play a pivotal leadership role in shaping, delivering, and scaling service innovation and operational transformation for some of the UK's most complex organisations. You will lead multidisciplinary teams, take ownership of large, high value programmes, influence senior client stakeholders, and act as a visible ambassador for EY Studio+ in the market.
Responsibilities
Lead and oversee large, complex, multi-workstream customer service transformation programmes, ensuring alignment to client outcomes and EY quality standards.
Own senior client relationships, shaping transformation agendas and building long-term strategic partnerships.
Set direction for product-enabled and platform-aligned delivery, ensuring solutions are scalable, integrated and future-ready.
Oversee delivery teams, ensuring progress, risk management, and stakeholder communication across multiple levels.
Ensure work is implementable, scalable, and commercially viable — not theoretical.
Build, lead and inspire high performing multidisciplinary teams, providing coaching, direction, and stretch opportunities.
Act as a senior leader and role model across the practice, setting standards for delivery, collaboration and innovation.
Provide coaching, sponsorship and stretch opportunities for senior team members, building leadership capability and succession pipelines.
Shape team structures and resourcing across engagements, ensuring optimal deployment of skills to deliver client impact.
Create a culture that connects business, operational and technology perspectives, enabling integrated problem-solving at scale.
Own and evolve EY Studio+’s customer service and platform-enabled transformation propositions, particularly across journey transformation, data and digital platforms.
Lead go-to-market activity and originate opportunities, driving pipeline growth and converting strategic deals.
Build and maintain senior client and market relationships, positioning EY Studio+ as a trusted transformation partner.
Build market presence by speaking at events, publishing thought leadership, and cultivating external networks.
Own commercial management of large programmes, ensuring profitability, scope control, and client value.
Identify emerging trends across sectors, technology, service innovation, and human centred design, and translate them into opportunity areas for clients and EY.
Drive operational excellence by advancing consistent ways of working, quality standards, and delivery frameworks across the team.
Requirements
Demonstrate a track record delivering customer service and/or operational transformation in complex environments, including a focus on customer experience and journey mapping.
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Demonstrate a track record leading large teams (6–30+), with experience in agile delivery and product management.
Evidence strong commercial track record, including contributing to or leading revenue growth and winning work.
Extensive evidence successful delivery of service transformation projects in complex environments (e.g., utilities, government).
Extensive evidence working with or alongside technology, product or engineering teams to support delivery.
Show deep understanding to regulated industries (e.g. utilities).
Present a strong portfolio of customer centred work, including operating models, data driven insights, and implementation plans.
Bring extensive experience influencing and engaging C suite stakeholders.
Evidence experience owning and growing senior client relationships and accounts.
Shaping value propositions for clients to purchase Consulting services to enable greater performance across people, process and technology.
Benefits
Support, coaching and feedback 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.
Important Details
Application deadline: Not specified.
Application Process
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
About the Company
As a global leader in assurance, tax, transaction and advisory services, EY is using the finance products, expertise and systems developed to build a better working world. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions, providing services in more than 150 countries and territories.
