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 serv