Manager, Customer Transformation, Service Designer , IXD Londonderry

Manager, Customer Transformation, Service Designer , IXD, Belfast or Derry, Londonderry

Location:

Belfast

Other locations:
Primary Location Only

Date: 5 Mar 2026

Requisition

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.

This is your chance to join a team that’s transforming how businesses connect with their customers. At EY, our Customer Transformation team helps clients reimagine their customer‑facing functions through digital innovation, developing and implementing customer strategies, digital solutions, user‑centric services, operating models, and optimised products, experiences, marketing, and sales. You’ll work on exciting projects that shape customer experiences and drive sustainable growth.

• Design Holistic Services by utilising human‑centred design to identify pain points, co‑design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes.
• Translate Requirements to Solutions by collecting and prioritising user needs and research‑based insights, track and implement user benefits to ensure an optimal end‑user experience.
• Foster open dialogue, active listening, a culture of innovation, and co‑design solutions with a cross‑functional team to drive measurable business growth.
• Clearly articulate complex ideas through storytelling, foster collaboration, and facilitate client workshops to create the most amazing services, products, and experiences.
• Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams.
• Advocate for user‑centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences.
• Lead cross‑functional teams, including designers and business analysts, while providing coaching and mentorship to colleagues to foster their professional development and enhance team performance.
• Project Management:Develop and maintain strategic roadmaps, manage budgets effectively, identify potential risks, and implement robust mitigation strategies.

• Research and Analytics:Conduct research to interpret user needs, frame problems, and communicate insights succinctly.
• Design Strategy:Create meaningful concepts and design interactions based on unmet human needs.
• Innovation & Creativity:Design and test product concepts and services, iterating with stakeholders.
• Product and Service Development:Expertise in the entire development process, from problem‑solving through concept development, to interface design.
• Analytical, problem‑solving, and creative thinking
  abilities, with a focus on delivering outcomes and a passion for innovation.
• Strong understanding
  of user‑centred design principles, design thinking and Agile methodologies.
• Strong Communication
  
  Skills:
  
  Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills.

• Experience with Lean, Six Sigma, and agile methodologies.
• Familiarity with Martech, CPQ, and emerging technologies.
• Experience as a Product Owner or Scrum Master is a plus.

• Proven experience in Service Design or a related field.
• Degree in Design, Business, Computer Science, UX Design, Service Design, or a related field.
• Client Delivery:
  Demonstrated experience of working with or delivering for external clients.
• Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro).
• Communication & Interpersonal skills:
  Exceptional verbal and written communication abilities, coupled with strong interpersonal skills.
• Team adaptability:
  Capability to work collaboratively within a team and adapt to evolving priorities.

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:
Inclusi…