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

The opportunity

At EY Studio+, our Customer Service Transformation team helps Power Utilities clients reimagine service strategy, operations, customer experience, processes, and enabling technology. As a Manager Consultant, you will support client-facing engagements that improve customer outcomes, increase efficiency, and deliver measurable business value across contact center, field service, digital service, and customer support environments.

 

Your key responsibilities  

As a Manager Consultant, you will support the design and delivery of client engagements, including research, analysis, stakeholder collaboration, work product development, and recommendation development. Key responsibilities include:

• 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

 

To qualify for the role, you must have

• 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%

 

Skills and attributes for success

• Ability to work across business and technology functions involved in the customer service lifecycle, including customer experience, service operations, contact center, field service, digital, IT, data, and analytics

• Knowledge of Power and Utilities customer service environments, including service roles, operating models, processes, tools, and KPIs

• Understanding of customer service leading practices and ability to help shape customer-centric service strategies and future-state experiences

• Familiarity with customer service technology categories such as CRM, contact center, field service, knowledge management, AI, automation, workflow, and customer communication platforms

• Ability to connect service strategy, process improvement, technology enablement, and measurable business outcomes for client stakeholders

• Collaborative, inclusive team style with interest in coaching, mentoring, and developing junior consultants

  

Ideally, you’ll also have

• 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

 

What we look for

We are looking for professionals who think strategically, execute tactically, and collaborate effectively with business and technology stakeholders. Successful candidates are passionate about improving customer service outcomes, driving operational change, and enabling innovation for Power and Utilities clients.