Studio+ Customer Service - Manager Consultant - Power & Utilities - New York, NY

EY is a global leader in assurance, consulting, tax, strategy, and transactions. As a Manager Consultant in the Customer Service Transformation team, you will support client engagements aimed at improving customer outcomes and operational efficiency in the Power and Utilities sector.

Responsibilities:

• Conduct research on leading practices for B2C and B2B customer service organizations, with emphasis on Power and Utilities industries
• Lead stakeholder interviews and workshops to understand service operations, customer pain points, technology needs, and improvement opportunities
• Document current-state service processes, operating models, and enabling technologies to support assessment and future-state design
• Develop client-ready materials, synthesize findings, and support recommendations tied to efficiency, customer experience, and ROI
• Assess customer service capabilities, processes, and technologies to identify opportunities for operational improvement and digital enablement
• Support customer service technology assessments and implementations across CRM, contact center, field service, knowledge management, AI, automation, and customer communication platforms
• Coach junior team members through structured feedback, collaboration, and on-the-job development
• Stay current on digital customer service, customer experience, automation, AI, and service technology trends

Requirements:

• Bachelor's degree required; degree in Business Administration, Marketing, Operations, Data Analytics, Information Systems, Health Administration, or a related field preferred; MBA or equivalent may be considered
• 5+ years of consulting or industry experience focused on customer service, customer experience, service operations, contact center operations, field service, digital transformation, or related technologies
• Experience prioritizing work, meeting deadlines, and delivering client-ready work products in fast-paced environments
• Demonstrated problem-solving skills and ability to exercise mature judgment in internal and client-facing situations
• Experience with core consulting activities such as workshop planning, leading practice research, current-state assessment, gap analysis, process design, operating model design, and roadmap development
• Advanced analytical and collaborative problem-solving skills, with ability to break down business issues and support practical solutions
• Excellent written and verbal communication skills, including ability to explain complex concepts clearly to business and technology audiences
• Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Word
• Valid passport and US driver's license; willingness and ability to travel domestically and internationally as needed, estimated 50–80%
• Experience with customer service technology solutions such as Salesforce Service Cloud, Microsoft Dynamics Customer Service, ServiceNow Customer Service Management, Genesys, NICE, Five9, Zendesk, Oracle Service, or similar platforms; relevant certifications are a plus
• Familiarity with AI, automation, and analytics use cases for service functions, such as agent assist, chatbots, virtual agents, intelligent routing, case summarization, knowledge recommendations, workforce optimization, and performance insights
• Working knowledge of agile delivery methodology or experience working on teams that operate in an agile fashion
• Awareness of industry trends, leading practices, and technology innovations used to evolve Power and Utilities customer service strategies, operating models, and digital service experiences