New opportunity

Senior Consultant - Customer Service transformation And AI

EY · Chennai, India

About this role

The Senior Consultant supports the design and delivery of AI-enabled customer service transformation for EY clients, from assessment through implementation. The role combines service operations analysis, solution design and delivery, working with senior stakeholders to improve customer service and support functions.

Responsibilities

Analyze service processes, customer journeys, case management workflows and performance metrics to identify improvements. Help design chatbots, virtual assistants, intelligent routing, agent-assist tools and workflow automation.
Support service operating model redesign, including process optimization, workforce enablement and SLA improvements. Contribute to AI, analytics and service management implementations integrated with CRM or service platforms.
Develop functional specifications, user stories and process documentation; prepare business cases and track benefits such as efficiency, cost reduction and customer satisfaction. Deliver assigned workstreams to quality and schedule expectations.
Apply AI/ML, generative AI and automation concepts; follow developments in conversational AI and intelligent service management. Support proposals, RFP responses, client presentations, reusable assets and thought leadership. As needed, allocate work and resources, supervise team members and evaluate performance.

Requirements

At least 5 years of experience in service transformation, customer operations, process improvement or consulting. Candidates should have experience analyzing service processes and supporting service or CRM platform implementations, with strong problem-solving, analytical and stakeholder management skills and familiarity with AI/automation concepts and service management tools.

Preferred experience and knowledge: Consulting experience; delivery of AI-led service transformation involving chatbots, automation, knowledge management or case management; exposure to CRM/service cloud and ITSM platforms; and understanding of customer experience measures such as CSAT and NPS and other service KPIs.

The listed location is Chennai, with other locations described as anywhere in the country. Salary is described as competitive. EY mentions professional development, mentorship, health and wellness benefits, and rewards.

For full details about this role, click “Apply on company site” to view the employer’s original posting.

Skills for this role

Customer service transformationConversational AIGenerative AIMachine LearningChatbotsVirtual assistantsIntelligent routingAgent assistWorkflow automationProcess optimizationCustomer journey analysisCase managementKnowledge managementCRMIT service managementService analyticsBusiness case developmentStakeholder managementFunctional specificationsUser storiesProposal developmentTeam management

Checking your profile…

Preparation suggestions, not the employer’s actual interview questions. Always check the original posting for current requirements.

Understand the role

What matters most

Diagnose service performance
Analyze current service processes, customer journeys, case workflows and performance metrics to identify improvements aligned with client objectives.
Design AI-enabled service solutions
Help shape chatbots, virtual assistants, intelligent routing, agent assist and automation, and contribute to implementations integrated with CRM or service platforms.
Redesign how service operates
Support process optimization, workforce enablement and SLA improvements alongside technology changes.
Turn designs into measurable delivery
Produce functional specifications, user stories and process documentation; deliver workstreams to quality and schedule expectations; and help build business cases and track efficiency, cost and satisfaction benefits.
Support stakeholders and practice growth
Work with senior stakeholders, contribute to proposals and reusable assets, and allocate or supervise team work as needed.

Likely challenges to think through

Choosing where AI adds value
A likely challenge is balancing promising AI use cases against the service-process changes needed to make them useful. Prepare to explain how you would use journey, case and performance evidence to prioritize opportunities rather than starting with a tool.
Connecting solution design to operations
AI and service-management solutions must fit CRM or service platforms while supporting workforce and SLA changes. Prepare to trace a proposed change from user story and integration needs through agent workflow and operating-model impact.
Balancing delivery and benefits
Workstreams have quality and schedule expectations, while business cases must account for efficiency, cost and customer satisfaction. Prepare to discuss how you would set a baseline, make trade-offs visible to stakeholders and track outcomes after implementation.

Practice your answers

Technical practice

How would you assess a customer service operation before recommending changes?

What to coverSuggested practice: Explain how you would examine customer journeys, service processes, case workflows and performance metrics to find bottlenecks. Describe how you would prioritize opportunities against client objectives rather than assume AI is the answer.

How would you decide whether a chatbot or virtual assistant suits a service journey?

What to coverSuggested practice: Discuss the customer need, available knowledge, likely failure points and when a case should move to a human agent. Explain how you would evaluate both resolution quality and customer experience.

What would you consider when designing intelligent case routing?

What to coverSuggested practice: Address how case information, urgency and available workforce capacity could inform routing. Discuss the trade-off between faster assignment and accurate resolution, including how you would spot misrouted cases.

How could agent-assist and knowledge management improve case handling?

What to coverSuggested practice: Describe where relevant guidance could help agents work more consistently and efficiently. Explain how you would check the usefulness of suggestions and handle outdated or incorrect knowledge.

How would you identify a suitable workflow automation opportunity?

What to coverSuggested practice: Compare repetitive, well-defined steps with cases that require judgment or exception handling. Describe how you would assess the effect on handoffs, case quality and service outcomes.

How would you redesign a service operating model to improve SLAs?

What to coverSuggested practice: Cover process changes, workforce enablement and the points where work moves between teams. Explain how you would balance SLA performance with service quality and employee capacity.

What would you examine when integrating an AI-enabled service solution with a CRM or service platform?

What to coverSuggested practice: Discuss the case information and workflow steps the solution needs to exchange with the platform. Explain how you would test that agents can use the integrated process and that cases remain visible through resolution.

How would you turn a proposed service improvement into delivery-ready requirements?

What to coverSuggested practice: Explain how functional specifications, user stories and process documentation would describe the intended workflow. Include how you would make requirements clear enough to test with business and delivery stakeholders.

How would you evaluate a generative-AI service use case before implementation?

What to coverSuggested practice: Compare its potential value with a simpler automation or conventional service approach. Describe how you would assess response accuracy, unsuitable answers and the need for human review.

How would you build and track a business case for service transformation?

What to coverSuggested practice: Identify a baseline and measures for efficiency, cost and customer satisfaction, including relevant service KPIs such as CSAT or NPS. Explain how you would distinguish an implemented change from a benefit actually realized.

Behavioural practice

Tell me about a time you aligned senior stakeholders on a service improvement.

What to coverSuggested practice: Use a real situation to explain differing objectives or interpretations of the evidence, the actions you took to reach a decision, and the result. Be specific about your contribution without claiming sole ownership of a team outcome.

Describe a time analysis changed your initial view of a service problem.

What to coverSuggested practice: Give the situation, the process, journey or performance evidence you examined, and the action you took after revising your view. State the result and what it taught you about diagnosing problems before designing solutions.

Tell me about a workstream you delivered under quality and schedule pressure.

What to coverSuggested practice: Set out the delivery situation, how you prioritized work and managed risks, and the outcome. Explain any trade-off you escalated rather than implying that deadlines and quality never conflicted.

Describe a time you assigned work or supported team members through a difficult delivery.

What to coverSuggested practice: Explain the situation, how you matched tasks and support to the team’s needs, and what resulted. Distinguish your own decisions from the team’s contributions.

Tell me about a time you turned delivery experience into a proposal or reusable asset.

What to coverSuggested practice: Describe the client or practice need, what you contributed to a proposal, presentation or reusable material, and the result. Clarify what could be reused and what needed tailoring to the next context.

Sharpen your knowledge

Topics to prepare

Service operations and journey diagnosis
The posting calls for analysis of service processes, customer journeys, case management workflows and performance metrics. Suggested revision exercise: take a hypothetical support journey and identify handoff delays, repeat contacts and case bottlenecks, explaining which metrics would test each finding.
Service operating model and SLAs
EY describes process optimization, workforce enablement and SLA improvements. Suggested revision exercise: outline how a change in case ownership or routing could affect agent workload, escalation paths and SLA performance.
AI-enabled service solution choices
The role covers chatbots, virtual assistants, intelligent routing, agent assist and workflow automation, alongside AI/ML and generative AI concepts. Suggested revision exercise: compare where three of these approaches fit in a hypothetical service journey, including when a person should take over.
Service platform implementation
The posting requires experience supporting service or CRM platform implementations and mentions solutions integrated with CRM/service platforms; exposure to CRM/service cloud and ITSM is preferred. Suggested revision exercise: trace how a customer request would become a case, be routed, updated and resolved across a proposed service workflow.
Service outcomes and benefits
The role involves business cases and tracking efficiency, cost reduction and customer satisfaction; knowledge of CSAT, NPS and service KPIs is preferred. Suggested revision exercise: define a baseline, a target and a measurement method for a proposed service improvement, noting trade-offs between speed and satisfaction.

Skills to revise

Map and improve a case workflow
The posting calls for current-state process and case-management analysis. Suggested practice: draw a hypothetical intake-to-resolution workflow, mark rework and handoffs, then propose a future state with a clear reason for each change.
Write delivery-ready requirements
EY lists functional specifications, user stories and process documentation as responsibilities. Suggested practice: write a user story and acceptance criteria for intelligent routing or agent assist, including the expected case outcome and an exception path.
Structure a stakeholder discussion
The role works with senior stakeholders and requires stakeholder management. Suggested practice: draft questions for a service leader to establish objectives, operational pain points, constraints and how success will be measured; then summarize the decisions needed.
Build a concise service business case
The posting asks for business cases and benefits tracking. Suggested practice: use hypothetical case volumes and handling times to estimate an efficiency benefit, state your assumptions, and specify how cost and customer-satisfaction effects would be checked after implementation.
Plan an implementation workstream
EY expects timely, quality delivery of assigned workstreams and may require task allocation and team supervision. Suggested practice: sketch deliverables, dependencies, owners, review points and risks for a proposed service-platform change.
Present a client-facing recommendation
The role supports proposals, RFP responses and client presentations. Suggested practice: prepare a brief recommendation that links one diagnosed service problem to a proposed AI-enabled change, implementation considerations and measurable benefits.

Your preparation checklist

Map your experience to the role
Prepare a one-page evidence map covering the posting’s 5+ years of relevant experience, service-process analysis, service or CRM platform implementation, stakeholder management, and familiarity with AI and service management tools. Note which examples are direct experience.
Build a service-transformation walkthrough
Prepare a concise account of a relevant project, if you have one, from assessment through implementation: your responsibilities, stakeholder decisions, deliverables, obstacles, and measurable outcomes. Do not present a hypothetical example as past work.
Practice a service-operations assessment
For a clearly labeled practice scenario, sketch a customer journey and case-management workflow. Identify bottlenecks using service metrics, then prioritize process, workforce-enablement, and SLA improvements.
Draft an AI-enabled solution design
Turn one assessment finding into a short design exercise: compare a chatbot, intelligent routing, agent assist, or workflow automation option; show how it would fit a CRM or service platform, and draft two user stories and acceptance criteria.
Prepare a benefits and delivery view
Create a sample business-case outline with assumptions, baseline measures, and ways to track efficiency, cost, CSAT or NPS. Add a workstream plan showing deliverables, dependencies, quality checks, and how you would report progress to senior stakeholders.
Gather consulting and team-leadership examples
Prepare brief, truthful examples of a client presentation, proposal or RFP contribution, reusable asset, or task allocation and supervision, where applicable. The posting includes practice-growth support and team oversight as needed.
Write questions for EY
Bring questions about the mix of assessment versus implementation work, typical CRM and service-management integrations, how benefits are measured, and what team oversight this Senior Consultant role entails.

Availability last checked: 5 Nov 2026. Status can change after a check; confirm on the employer’s website. Report an issue · Our checking policy

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