M365 Copilot Customer Success Lead - EY Global Delivery Services

M365 Copilot Customer Success Lead

Enterprise Technology provides reliable, secure and resilient technology services and solutions to support our 400,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and top-tier technology infrastructure.

Our aim is to create a superior customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business experts to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

Over the last 12 months, we have seen a surge in demand for a central role to help support in driving adoption and success for M365 Copilot across all EY Super Regions and Service Lines. As such, we are now seeking a Customer Success Lead to help identifying and evangelising the role that M365 Copilot can play across the organisation. This role will partner with Change Champions networks, AI Leads, Product Managers, Brand, Marketing and Communications (BMC) and Service Adoption (SA) focus on ensuring a seamless experience for our people, fostering adoption, and delivering measurable business outcomes through effective change management and stakeholder collaboration.

Your key responsibilities

As a Customer Success Lead for M365 Copilot, you will:

• Partner with Service Lines to identify success stories that can be shared across champions networks and beyond
• Facilitate cross-Service Line forums for sharing adoption strategies and lessons learned
• Manage and maintain the process for promoting the ‘best prompts’ in use across the firm
• Support the M365 Copilot change champions networks in place across the firm
• Partner with the SA training team on what M365 Copilot features to include in existing and future training content and programs
• Monitor ‘voice of customer’ insights to identify gaps in our change & communications approach, and partner with Product Managers, SA & BMC on strategies to address them
• Analyse user sentiment telemetry and reporting to highlight possible technical issues not reaching us via the IT Help Desk
• Coordinate with EY product teams to escalate usability issues impacting adoption
• Partner with Global & Local Talent / Learning teams on how to embed new M365 Copilot learning approaches (e.g. peer learning) across the organisation
• Partner with Service Line AI Leads to identify actionable insights that will enhance change management practices, accelerate M365 Copilot adoption, and maximise value realisation across the organisation.

Skills and attributes for success

• Strong communication and presentation skills to engage diverse audiences
• Experience in driving adoption and change management for enterprise solutions
• Ability to design and deliver training and enablement programs
• Data-driven mindset to measure success and identify improvement opportunities
• Collaboration and relationship-building with stakeholders across business units
• Creative problem-solving and adaptability in a fast-paced environment
• A passion and deep interest in the field of Generative AI

Ideally, you’ll also have

• Video content creation experience (e.g. user produced video ‘shorts’ demonstrating how someone benefitted from using M365 Copilot)
• Experience using GenAI tools such as Microsoft 365 Copilot in a work context
• Experience partnering with Microsoft or other large technology organizations

What we look for

We’re looking for a passionate, committed and curious individual with a deep interest in MS cloud-based technologies and services. You should be prepared to work in a fast-paced environment to tight timelines and rapid change as EY adapts to various regulations and demand from the business whilst maintaining integration across the differing platforms maintained by EY.

What working at EY offers

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• 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

EY is committed to being an inclusive employer and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Build your legacy with us.

Apply now.