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CX / Service Design, Manager / Senior Manager, Business Consulting

Other locations:  Primary Location Only
Salary: Competitive
Date:  Jan 3, 2022

Job description

Requisition ID:  172001

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.





The Opportunity

Due to surging demand from our clients to embrace digital innovation, we are hiring new customer experience/  service design talent for our Singapore office. If you want your work to have meaning and impact, plus you can meet/exceed the descriptions below, get in touch with our local recruiting team.


Your key Responsibilities


  • Deliver Design Thinking and User Centered Design practices that include customer research, customer / user journey design, information architecture, visual design, interaction design, and prototyping, our Designers drive our lean product development approach and produce interactive solutions that deliver business objectives in a useful, usable and engaging manner.
  • Provide a strong and critical voice for users and good design; owning the end-to-end user experience and business outcomes of design-led product development in EY.
  • Leverage solid experience in Design/Human-Centred Design with a high degree of commercial acumen to develop detailed user journeys, information architectures, wireframes, mock-ups and clickable prototypes, while working within tight business deadlines, to deliver real business results.
  • Facilitate and participate in workshops, working directly with our Digital Consultants, scrum team peers, clients and their customers/users to analyze pain points, understand end-user needs, document user storyboards through both digital and physical environments, and co-create digital-native processes, products, platforms and experiences.
  • Play a hands-on role in EY’s Agile product development teams owning the user research, supporting the Product Owner with functional backlog creation and prioritisation, as well as the design and testing of the product and overall user experience.
  • Pre-sales of our digital consulting services work by helping our sales team tell our story through proposals and supporting materials across various media.
  • Business Development responsibility with prospective clients
  • Advocate and apply design thinking methodologies in multi-disciplinary consulting engagements.
  • Undertake primary and secondary project research (across service users, target audiences, competitors, comparators etc)
  • Be an active ambassador for EY; by delivering high quality service design.
  • Lead work streams of small/medium sized consulting teams.


Skills & Attributes for success


  • An understanding of ‘Service Design’ and ‘Design Thinking’ fundamentals at a conceptual and practical level.
  • A genuine passion for human centred design through an empathetic attitude.
  • Portfolio of service design work and/or example design deliverables (research reports, presentations,prototypes, journeys, blueprints etc)


To qualify for the role, you must have:

  • Recognised bachelors degree (ideally in a design or other related discipline)
  • High standard of written and spoken English (including proof-reading own work)
  • You are passionate about human-centric design, from user research through to prototyping
  • You have experience in one or more of the following: customer research, customer / use journey mapping, visual design, information architecture, interaction design and prototyping
  • You have experience in turning conceptual ideas into design deliverables such as sketches, wireframes, page specifications, page flow diagrams, style guides, animation guides, interface copy & guidelines and finally a prototype
  • Exposure to qualitative user/customer research methods (planning / facilitating: focus groups, interviews, workshops ethnography etc)
  • Exposure to quantitative user/customer research methods (Survey Design, VOC, NPS, Survey Management/Analysis & Reporting)
  • Confidence in dialogue and presentations to clients/users/customers


Ideally, you’ll also have

  • Exposure in Consulting or a Client facing environment


What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.


What working at EY offers 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. We also offer you:

  • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
  • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.


EY | Building a better working world 


EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.


Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  


Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

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