12 jobs found

Job DescriptionCustomer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the Manager, you will be leading a team of consultants who deliver quick time to value while guiding their customers through technical configuration and optimization. This role blends deep product expertise with people leadership: you'll be both the product authority for your team and the coach who develops their skills to deliver at scale. MissionYou will manage and grow a high-performing team (6-10 direct reports) that consistently delivers fast, measurable customer outcomes on Zendesk AI. You will set clear strategy, standards, and operating rhythm for AI delivery, ensuring the right people are staffed to the right work, projects are tightly scoped and executed predictably, and risks/blockers are escalated and removed quickly. You will align with Sales, Customer Success, and Product on customer roadmaps and success metrics. You will be responsible for continuous improvement in methodology, enablement, and quality so we increase adoption, customer satisfaction, retention, and expansion at scale. Ways of working: Strategic alignment is key from day one. We have a hybrid approach to working with 2-day in-office presence but during your first 90 days we would expect 3-4 days a week to ensure you are deeply embedded in the business and can drive outcomes immediately. Overarching Objective For The Role: Scale a high-performing AI Delivery organization: Hire, onboard, coach, and retain AI Services Consultants; build clear roles, capacity planning, and career development. Deliver predictable, measurable customer outcomes and time to value: Ensure projects are staffed and executed on time and within scope with clear success metrics tied to business impact. Proactively manage risks, technical blockers, and stakeholder alignment to keep implementations moving and value realized through scale. Drive cross-functional alignment and a repeatable AI delivery motion: Partner with Sales, Customer Success, and Product to align on customer AI roadmaps, handoffs, and expansion paths. Use customer insights and delivery data to improve packaging, playbooks, and forecasting-supporting retention and growth. How You'll Make an Impact Strategic Responsibilities Build and scale the AI Delivery operating model: Define and evolve the delivery methodology, standards, templates, and governance to ensure consistent quality and repeatability across customers and consultants. Own capacity, prioritization, and staffing strategy: Forecast demand, balance utilization vs. customer outcomes, assign the right consultants to the right work, and proactively manage escalations and tradeoffs to protect time-to-value and margin. Drive outcome-based execution and accountability: Ensure your team delivers high quality solutions, delivery meets timelines, scope, and measurable business impact based on the AI Success Roadmap. Lead cross-functional alignment for a unified AI go-to-customer motion: Partner with Sales, Customer Success, and Product on handoffs, customer AI roadmaps, risk management, and expansion plays, creating shared accountability for retention and growth. Develop team capability and product authority at scale: Coach and enable a team of 6-10 consultants through skills development, knowledge management, and technical/product readiness; create feedback loops from the field to improve product, tooling, and enablement. What You'll Need to Succeed Strategic Skills & Expertise People leadership & team scaling: Proven ability to hire, onboard, coach, and retain consultants; set clear expectations, drive performance, and build career paths and progression frameworks. Technical and product authority in AI implementations: Strong fluency in AI-enabled customer service workflows, integrations, data readiness, and configuration best practices-able to guide solution design decisions and unblock complex escalations. Operational delivery: Define and run team playbooks, KPIs, and SLAs; own tooling or dashboards that provide a single source of truth for delivery and risk. Delivery management excellence: Expertise in running multi-workstream delivery with strong scoping, resourcing, risk management, change control, and executive stakeholder communication to ensure predictable outcomes. Outcome-based consulting & value realization: Skilled at translating customer goals and roadmaps into technical solutions, defining scope and timelines, and delivering quality implementations. Cross-functional influence & GTM alignment: Ability to align Sales, CS, Product, and Services on customer roadmaps, handoffs, and expansion motions; leverage delivery insights to improve packaging, forecasting, and product feedback loops. Qualifications Fluent in German or French or English (written and spoken). 7+ years in Professional Services / Technical Account Management / Solutions Consulting in enterprise SaaS; 2+ years in AI-related roles or working on AI product adoption. 2+ years of people management experience leading customer-facing teams (6-10 direct reports). Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS - either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth. Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred. Demonstrated product expertise: ability to translate generative AI features, integrations, and technical requirements into business outcomes. Proven cross-functional influence with Product and Engineering; experience surfacing product feedback and driving prioritization. Track record of building predictive adoption models, using analytics to forecast churn/expansion and operationalizing mitigations. Excellent communication skills; ability to distill complex AI concepts for executives and technical teams.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation,

Job DescriptionCustomer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the Manager, you will be leading a team of consultants who deliver quick time to value while guiding their customers through technical configuration and optimization. This role blends deep product expertise with people leadership: you'll be both the product authority for your team and the coach who develops their skills to deliver at scale. MissionYou will manage and grow a high-performing team (6-10 direct reports) that consistently delivers fast, measurable customer outcomes on Zendesk AI. You will set clear strategy, standards, and operating rhythm for AI delivery, ensuring the right people are staffed to the right work, projects are tightly scoped and executed predictably, and risks/blockers are escalated and removed quickly. You will align with Sales, Customer Success, and Product on customer roadmaps and success metrics. You will be responsible for continuous improvement in methodology, enablement, and quality so we increase adoption, customer satisfaction, retention, and expansion at scale. Ways of working: Strategic alignment is key from day one. We have a hybrid approach to working with 2-day in-office presence but during your first 90 days we would expect 3-4 days a week to ensure you are deeply embedded in the business and can drive outcomes immediately. Overarching Objective For The Role: Scale a high-performing AI Delivery organization: Hire, onboard, coach, and retain AI Services Consultants; build clear roles, capacity planning, and career development. Deliver predictable, measurable customer outcomes and time to value: Ensure projects are staffed and executed on time and within scope with clear success metrics tied to business impact. Proactively manage risks, technical blockers, and stakeholder alignment to keep implementations moving and value realized through scale. Drive cross-functional alignment and a repeatable AI delivery motion: Partner with Sales, Customer Success, and Product to align on customer AI roadmaps, handoffs, and expansion paths. Use customer insights and delivery data to improve packaging, playbooks, and forecasting-supporting retention and growth. How You'll Make an Impact Strategic Responsibilities Build and scale the AI Delivery operating model: Define and evolve the delivery methodology, standards, templates, and governance to ensure consistent quality and repeatability across customers and consultants. Own capacity, prioritization, and staffing strategy: Forecast demand, balance utilization vs. customer outcomes, assign the right consultants to the right work, and proactively manage escalations and tradeoffs to protect time-to-value and margin. Drive outcome-based execution and accountability: Ensure your team delivers high quality solutions, delivery meets timelines, scope, and measurable business impact based on the AI Success Roadmap. Lead cross-functional alignment for a unified AI go-to-customer motion: Partner with Sales, Customer Success, and Product on handoffs, customer AI roadmaps, risk management, and expansion plays, creating shared accountability for retention and growth. Develop team capability and product authority at scale: Coach and enable a team of 6-10 consultants through skills development, knowledge management, and technical/product readiness; create feedback loops from the field to improve product, tooling, and enablement. What You'll Need to Succeed Strategic Skills & Expertise People leadership & team scaling: Proven ability to hire, onboard, coach, and retain consultants; set clear expectations, drive performance, and build career paths and progression frameworks. Technical and product authority in AI implementations: Strong fluency in AI-enabled customer service workflows, integrations, data readiness, and configuration best practices-able to guide solution design decisions and unblock complex escalations. Operational delivery: Define and run team playbooks, KPIs, and SLAs; own tooling or dashboards that provide a single source of truth for delivery and risk. Delivery management excellence: Expertise in running multi-workstream delivery with strong scoping, resourcing, risk management, change control, and executive stakeholder communication to ensure predictable outcomes. Outcome-based consulting & value realization: Skilled at translating customer goals and roadmaps into technical solutions, defining scope and timelines, and delivering quality implementations. Cross-functional influence & GTM alignment: Ability to align Sales, CS, Product, and Services on customer roadmaps, handoffs, and expansion motions; leverage delivery insights to improve packaging, forecasting, and product feedback loops. Qualifications Fluent in German or French or English (written and spoken). 7+ years in Professional Services / Technical Account Management / Solutions Consulting in enterprise SaaS; 2+ years in AI-related roles or working on AI product adoption. 2+ years of people management experience leading customer-facing teams (6-10 direct reports). Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS - either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth. Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred. Demonstrated product expertise: ability to translate generative AI features, integrations, and technical requirements into business outcomes. Proven cross-functional influence with Product and Engineering; experience surfacing product feedback and driving prioritization. Track record of building predictive adoption models, using analytics to forecast churn/expansion and operationalizing mitigations. Excellent communication skills; ability to distill complex AI concepts for executives and technical teams.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation,

Job Description# Manager - AI Services Consulting (Manager) Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the Manager, you will be leading a team of consultants who deliver quick time to value while guiding their customers through technical configuration and optimization. This role blends deep product expertise with people leadership: you'll be both the product authority for your team and the coach who develops their skills to deliver at scale. MissionYou will manage and grow a high-performing team (6-10 direct reports) that consistently delivers fast, measurable customer outcomes on Zendesk AI. You will set clear strategy, standards, and operating rhythm for AI delivery, ensuring the right people are staffed to the right work, projects are tightly scoped and executed predictably, and risks/blockers are escalated and removed quickly. You will align with Sales, Customer Success, and Product on customer roadmaps and success metrics. You will be responsible for continuous improvement in methodology, enablement, and quality so we increase adoption, customer satisfaction, retention, and expansion at scale. Ways of working: Strategic alignment is key from day one. We have a hybrid approach to working with 2-day in-office presence but during your first 90 days we would expect 3-4 days a week to ensure you are deeply embedded in the business and can drive outcomes immediately. Overarching Objective For The Role: Scale a high-performing AI Delivery organization: Hire, onboard, coach, and retain AI Services Consultants; build clear roles, capacity planning, and career development. Deliver predictable, measurable customer outcomes and time to value: Ensure projects are staffed and executed on time and within scope with clear success metrics tied to business impact. Proactively manage risks, technical blockers, and stakeholder alignment to keep implementations moving and value realized through scale. Drive cross-functional alignment and a repeatable AI delivery motion: Partner with Sales, Customer Success, and Product to align on customer AI roadmaps, handoffs, and expansion paths. Use customer insights and delivery data to improve packaging, playbooks, and forecasting-supporting retention and growth. How You'll Make an Impact Strategic Responsibilities Build and scale the AI Delivery operating model: Define and evolve the delivery methodology, standards, templates, and governance to ensure consistent quality and repeatability across customers and consultants. Own capacity, prioritization, and staffing strategy: Forecast demand, balance utilization vs. customer outcomes, assign the right consultants to the right work, and proactively manage escalations and tradeoffs to protect time-to-value and margin. Drive outcome-based execution and accountability: Ensure your team delivers high quality solutions, delivery meets timelines, scope, and measurable business impact based on the AI Success Roadmap. Lead cross-functional alignment for a unified AI go-to-customer motion: Partner with Sales, Customer Success, and Product on handoffs, customer AI roadmaps, risk management, and expansion plays, creating shared accountability for retention and growth. Develop team capability and product authority at scale: Coach and enable a team of 6-10 consultants through skills development, knowledge management, and technical/product readiness; create feedback loops from the field to improve product, tooling, and enablement. What You'll Need to Succeed Strategic Skills & Expertise People leadership & team scaling: Proven ability to hire, onboard, coach, and retain consultants; set clear expectations, drive performance, and build career paths and progression frameworks. Technical and product authority in AI implementations: Strong fluency in AI-enabled customer service workflows, integrations, data readiness, and configuration best practices-able to guide solution design decisions and unblock complex escalations. Operational delivery: Define and run team playbooks, KPIs, and SLAs; own tooling or dashboards that provide a single source of truth for delivery and risk. Delivery management excellence: Expertise in running multi-workstream delivery with strong scoping, resourcing, risk management, change control, and executive stakeholder communication to ensure predictable outcomes. Outcome-based consulting & value realization: Skilled at translating customer goals and roadmaps into technical solutions, defining scope and timelines, and delivering quality implementations. Cross-functional influence & GTM alignment: Ability to align Sales, CS, Product, and Services on customer roadmaps, handoffs, and expansion motions; leverage delivery insights to improve packaging, forecasting, and product feedback loops. Qualifications 7+ years in Professional Services / Technical Account Management / Solutions Consulting in enterprise SaaS; 2+ years in AI-related roles or working on AI product adoption. 2+ years of people management experience leading customer-facing teams (6-10 direct reports). Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS - either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth. Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred. Demonstrated product expertise: ability to translate generative AI features, integrations, and technical requirements into business outcomes. Proven cross-functional influence with Product and Engineering; experience surfacing product feedback and driving prioritization. Track record of building predictive adoption models, using analytics to forecast churn/expansion and operationalizing mitigations. Excellent communication skills; ability to distill complex AI concepts for executives and technical teams.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation,

We are now seeking an Associate Consultant or Consultant to join our Digital Forensics and Incident Response team in London. In this role you will provide technical expertise and consultative solutions in the field of Digital Forensics, Incident Response, Cyber Security and eDiscovery for our clients. Our clients include Law Firms, Fortune 500 multi-nationals, and Government/Law Enforcement. You will be expected to be a technical lead on cases for our regional and international Discovery & Data Insights teams (DFIR/Legal Technologies/Data Analytics) as well as working closely with our Cyber Response and Crisis Management divisions as well as our Investigations teams. In addition, you will support the business development effort for the department contributing subject matter expertise in articles, presentations and marketing campaigns. Tasks and Responsibilities Provide forensic/incident response consultancy and expertise in data collections, investigative/analysis & cyber security services to our clients To support our Investigation teams across regions To provide high quality deliverables to our clients in a timely and efficient manner To ensure work is defensible and to an evidential standard as appropriate for tasks To provide expert testimony in court as and when required To be innovative and creative showing initiative in bringing teams together To anticipate client needs and continually strive for ways to work efficiently To respond to potential enquiries and convert these into sales leads and proposals To actively engage in business development and marketing Must be available for international travel (up to 25% of time) Knowledge and Experience Essential Previous, demonstrable, technical computer forensics experience for cyber incident response and investigations. Thorough understanding of best practice procedures (NPCC, NIST, ISO17025) evidence handling, computer systems and tools of the trade Thorough understanding of both the MITRE ATT&CK and Cyber Kill chain framework, network topology and EDR solutions Previous expert understanding of multiple operating systems, particularly Microsoft and Linux infrastructure and networking systems, both on-premise and in the cloud, as well as dedicated cloud services such as Microsoft 365, Azure, AWS and Google Workspace Previous expert and practical use of common computer forensic tools for imaging and analysis (for example, Logicube Falcon, Velociraptor, EnCase, FTK, Nuix, X-Ways, Axiom, IEF, Blacklight, Kali, WinFE, DEFT, Cellebrite, XRY) Expertise in PowerShell scripting, Bash scripts, Python, SQL and data wrangling for log analysis Established track record for performing forensic collections, involvement in incident response and digital investigations alongside maintaining detailed contemporaneous notes Production of expert reports and witness statements Experience in performing mobile device forensics Providing client-facing communications & consultative services Preferred Wide understanding of programming/scripting skills Presentation skills Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarised in the full job offer. We operate a discretionary global bonus scheme that incentivises, and rewards individuals based on company and individual performance. Control Risks supports hybrid working arrangements, wherever possible, that emphasise the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working. As an equal opportunities employer, we encourage suitably qualified applicants from a wide range of backgrounds to apply and join us and are fully committed to equal treatment, free from discrimination, of all candidates throughout our recruitment process.

Senior Consultant, Customer Transformation, Service Designer, IXD, Belfast or Derry, Londonderry Location: Belfast Other locations: Primary Location Only Date: 5 Mar 2026 Requisition ID: At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity This is your chance to join a team that's transforming how businesses connect with their customers. At EY, our Customer Transformation team helps clients reimagine their customer-facing functions through digital innovation, developing and implementing customer strategies, digital solutions, user centric services, operating models, and optimised products, experiences, marketing, and sales. You'll work on exciting projects that shape customer experiences and drive sustainable growth. Your key responsibilities Design Holistic Services by utilising human centred design to identify pain points, co design innovative service solutions, and visualise enhanced experiences through user journey maps and prototypes. Translate Requirements to Solutions by collecting and prioritising user needs and research based insights, track and implement user benefits to ensure an optimal end user experience. Foster open dialogue, active listening, a culture of innovation, and co design solutions with a cross functional team to drive measurable business growth. Clearly articulate complex ideas through storytelling, foster collaboration, and facilitate client workshops to create the most amazing services, products, and experiences. Develop strategies to identify opportunities for business growth and build strong relationships with both clients and internal teams. Advocate for user centric approaches in engagements with stakeholders, ensuring the simplification of interactions and the enhancement of user experiences. Skills and attributes for success Research and Analytics: Conduct research to interpret user needs, frame problems, and communicate insights succinctly. Design Strategy: Create meaningful concepts and design interactions based on unmet human needs. Innovation & Creativity: Design and test product concepts and services, iterating with stakeholders. Product and Service Development: Expertise in the entire development process, from problem solving through concept development, to interface design. Analytical, problem solving, and creative thinking abilities, with a focus on delivering outcomes and a passion for innovation. Strong understanding of user centred design principles, design thinking and Agile methodologies. Strong Communication Skills: Proven ability to engage and influence stakeholders at all levels, with excellent interpersonal and presentation skills. What we look for Experience in Service Design or a related field: 4-5 years of proven experience Degree in Design, Business, Computer Science, UX Design, Service Design, or a related field. Client Delivery: Demonstrated experience of working with or delivering for external clients. Strong skills in conducting research and analysis to inform design decisions, and proficiency in prototyping and design tools (e.g. Figma, Miro). Communication & Interpersonal skills: Exceptional verbal and written communication abilities, coupled with strong interpersonal skills. Team adaptability: Capability to work collaboratively within a team and adapt to evolving priorities. Inclusion & Diversity We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients. We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You'll be embraced for who you are and empowered to use your voice to help others find theirs. As an equal opportunities' employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process. Are you ready to shape your future with confidence? Apply today. EY Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Lead Functional Consultant -Microsoft Contact Center(withDynamicsCustomerService) Where the jobisbased : Hybrid (home-based, working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ Who we are: Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We're the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevSecOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value! With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders. People come first always we are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Dive into an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking architects. The candidate will demonstrate deep functional and technical expertise in Microsoft Dynamics365Customer Service, Omnichannel andMicrosoftCCaaS capabilities (Customer Service Voice)and related technologies.We're looking for people who can lead delivery, shape design, and mentor others. Required Skills: End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLA's,Entitlements, Knowledge Management, CCaaS Dashboards, Agents and Omnichannel (Voice) Deep understanding of Omnichannel for Customer Service - digital messaging, chat, email, WhatsApp, social, secure messaging. Expertise in Unified Routing, workstreams, assignment rules, queues and escalation models. Strong hands-on experience with Customer Service Voice. Designing and configuring: IVRs and call flows ACD routing Voice channels Recordings, compliance and analytics Understanding key call centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures. Understanding key call centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures. Experience configuring Agent Assist, Copilot for CustomerService, summarisation, links, real time transcription & sentiment. Experience in designing or supporting self service automation, including chatbots & IVR bots. Familiarity with Microsoft built in AI Agents within Customer Service & CCaaS (existing and those in preview). Experience across the wider Dynamics ecosystem (Sales, Customer Insights, etc.) is a definite bonus Be a trusted advisor by challenging creatively both internally and externally to drive better solutions and outcomes. Share knowledge with wider teams acknowledging that we are stronger together. Leading a team of functional consultants and mentoring junior members. Driving solution design with a configuration first mindset, escalating to customisation only when required. End to end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover. Strong knowledge of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse) Knowledge of when to recommend ProCode vs Low Code solutions. Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform. Responsibilities: You'll probably need to demonstrate at least some experience with; Understanding the Out of the Box capabilities (and limitations) provided by Customer Service, Omnichannel & Voiceand the Power Platform, from form design to solution management to connectors to integrations. Designing routing models, multi channel workflows, agent experiences, deflection strategies and call flows. Leading workshops, defining business processes, re engineering workflows and capturing requirements clearly. Demonstrate Out of the Box functionality to business and technical stakeholders illustrating how the product supports core business processes Requirements gathering, writing and evolution through business process identification, analysis and re engineering. Crafting user stories, features and epics to be used across the presales, design, development and delivery lifecycles. Building Proof of Concepts to demonstrate and articulate solution designs. Implementing business and technical environment change safely and effectively, with the support of the Solution Architects and the Project Office Pre sales engagement including technology evangelism, demonstration, adoption and other early opportunity activities such as bid response writing Creating clear, concise and effective documentation across multiple channels. Using a proactive approach to ensure timescales are met, balancing a hands on approach vs delegating to developers or other team members. Training end users and admins in the use of Dynamics 365 Customer Service and Microsoft Contact Center Environment setup, configuration and Application Lifecycle Management Supporting, leading and coaching more junior project team members fostering a culture of wellbeing, inclusion and ensuring balanced workload levels Prioritise and assign tasks and make best use of available resource and skill levels in the team contributing to the project success Build relationships with other stakeholders in other disciplines across the project including within the client team and contribute to the successful management of dependencies between disciplines Other tasks as reasonably requested Candidates are expected to have some of the following skills; Lead by example through sharing from previous experiences and providing implementation plans that mitigate risks to deliver a positive outcome Remain calm and professional in fast paced environments and feel comfortable calling out concerns and seeking advice when needed Embrace personal growth to yourself and others through learning, achievement and satisfaction Be approachable to provide help, guidance and actively support junior colleagues helping them to uphold standards, manage their workload, ensure quality and cope with challenging situations Embrace a culture of knowledge sharing so that we grow We're also looking for people that fit how we work, which is something like; happiest working under their own direction, but fully supported when needed an obvious attention to detail, we want you to obsess about the little things! prepared to travel to client site if required ability to identify and pick up new processes and software platforms quickly ability to work effectively with remote teams in both in the UK and India ability to work flexibly to deliver on time to tight timescales What we can do for you: We're a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employee's: RealFlexibility Awesome Environment -all of our employee's will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on- and the company was started specifically to find a way for people to take more enjoyment from their work. Interesting Work - these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not for profit organizations to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market. Great Benefits - all the usual suspects and then some. Some highlights include our choose your own tech approach to end user devices, well stocked cupboards with tasty goodies (we're a food first company too), excellent professional development support including frequent in house training for tech. you can't get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation. Recognition & Growth - Recognized as a "Great Place to Work" in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth. Join us at Kerv Digital, where we don't just build ground breaking technology - we build future. Don't take our word for it though, check out our impartial Glass Door reviews More on equality: At Kerv, we're building something special and we're building it to last. We want everybody to feel valued, included and love working together . click apply for full job details

Senior Consultant, Customer Transformation, UX Product Manager, IXD, Belfast or Derry, Londonderry Location: Belfast Other locations: Primary Location Only Date: 5 Mar 2026 Requisition ID: At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity This is your chance to join a team that's transforming how businesses connect with their customers. At EY, our Customer Transformation team helps clients reimagine their customer facing functions through developing and implementing Customer & UX strategies, digital solutions, user centric services, operating models, and optimised products, experiences, marketing, and sales. You'll work on exciting projects that shape customer experiences and drive sustainable growth. Your key responsibilities Collaborate with clients to understand the market and customer needs, and business objectives. Define the product vision and strategy, aligning it with business goals and customer needs. Utilise human centred design methodologies to ideate, co design and conceptualise innovative product solutions. Create user journey maps to identify customer pain points and opportunities. Design prototypes to validate solutions. Facilitate workshops to engage and inspire stakeholders in the value of a design led process. Conduct user testing to gather feedback and turn them into actionable steps to refine product solutions. Collect, prioritise and translate comprehensive product requirements into features and user stories. Skilled in creating and maintaining product roadmaps, managing budgets, identifying risks and developing mitigation strategies. Foster open dialogue, active listening, and a culture of innovation to create a collaborative environment, co designing solutions to drive successful outcomes. Work closely with cross functional teams, including UX designers, developers, and business analysts, to ensure alignment on project goals and successful product delivery. Facilitate various client workshops, discussions and effectively present concepts and solutions to multiple stakeholders. Build strong relationships and advocate for user centred design principles, ensuring that the product meets user needs and provides a positive experience. Skills and attributes for success UX Design: proficient in creating prototypes that communicate user requirements effectively, and test prototypes to enhance user satisfaction. Strategic Thinking and Business Acumen: ability to develop and implement strategies and expertise in leveraging strategic thinking to identify opportunities and drive business growth. Strong strategic planning and execution skills. Product Management: ability to manage and deliver products and implementation projects across the entire lifecycle. Strong organisational and time management skills. Strong understanding of user centred design principles, design thinking methodology. Familiarity with project management methodologies (Agile, Waterfall) and experience in leading cross functional teams. Strong analytical, problem solving and creative thinking abilities, with a focus on delivering outcomes and results. A passion for innovation and a relentless drive to deliver exceptional client outcomes. Leverage data to provide companies with fresh insights, empowering the creation of personalised customer experiences. Strong communication and presentation skills, expertise in developing and facilitating client workshops. Ability to create future visions for products and services that inspire and meet service user needs. Stakeholder and Client Engagement and Management: Ability to engage directly with senior client stakeholders. Strong relationship building and interpersonal skills. What we look for Moderate amount of experience in customer practice at Senior Consultant Level. Degree in Business augmented by a qualification in STEM (e.g. Computer Science, UX Design, Product Design, Human Factors Engineering) or a related field. If only one qualification, then proven experience in an augmented or related field e.g., a business degree with a background in technology delivery or UX design Proven track record of designing and delivering successful products or delivering digital transformation projects from strategy to implementation. Experience in working with developers, designers, business analysts, and testers to deliver customer centred technology solutions, digital transformations and design led innovation. Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. Understanding of CMS platforms (e.g. AEM, Sitefinity), CRM platforms (e.g. Microsoft Dynamics, Salesforce), digital and emerging technologies, AI, and data & analytics. Experience with using Figma and Microsoft Azure Inclusion & Diversity We hold a collective commitment to foster an environment where all differences are valued and respected, practices are equitable and everyone experiences a sense of belonging: Inclusion, diversity, and equity are part of who we are at EY. We believe that the highest-performing teams maximize the power of different perspectives and backgrounds. These teams are both diverse and inclusive and are willing to invite and learn from other perspectives. Our ability to include various viewpoints into our mindsets, behaviours and operations is fundamental to driving innovation, building strong relationships, and delivering the best solutions for our clients. We recognise the strength that comes from having a diverse workforce and building a culture where we support all our people to achieve their potential. You'll be embraced for who you are and empowered to use your voice to help others find theirs. As an equal opportunities' employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process. Are you ready to shape your future with confidence? Apply today. EY Building a better working world

About Us Turnkey Consulting is an independent risk and security consultancy that brings together people, protection, and performance to help organisations achieve Digital Enterprise Resilience. For more than 20 years, Turnkey has enabled the world's leading companies to understand and optimise their risk and security landscape through assessment-based road mapping, organisational empowerment, and expert application of market-leading technologies. Turnkey is headquartered in London with offices across Asia, Australia, Europe, and North America. About You We are seeking an experienced internal controls lead with a strong foundation in Governance, Risk and Compliance (GRC) systems and associated controls, proficiency in SAP environments, and awareness of financial regulatory frameworks. Key Responsibilities Design, implement, and assess internal controls frameworks, primarily within SAP-enabled environments. Lead client conversations on GRC strategy, compliance challenges, and controls optimisation (ITGC, ITAC, and key ICFR controls coverage). Provide insight on Sarbanes-Oxley (SOX) and UK Corporate Reform (Provision 29), helping communicate regulatory obligations and actionable solutions. Manage and mentor junior consultants and analysts to aid a high-performance team culture. Support business development activities, including scoping, proposal development, and client pitches throughout the sales lifecycle. Build long-term relationships with clients as a trusted advisor in controls and compliance. Required core behaviours Ability to focus on the "why" of our solutions, not just the how. Demonstrable experience in prioritising the client's objectives Passionate about improving the perception of the industry towards a more business growth enabling function. Demonstrable ability to build productive relationships with both internal and external stakeholders in a hybrid working environment. Required Skills & Experience Strong experience designing and executing GRC controls, ideally within SAP ERP systems. Strong experience of ITGC and ITAC controls (implementation and testing) Knowledge of financial compliance requirements such as SOX and UK Provision 29 (UK Corporate Reform). Knowledge of key financial processes and associated ICFR controls. Demonstrated ability to lead engagements and communicate effectively with senior stakeholders. Proven track record in team management and mentoring. Familiarity with the consulting sales lifecycle, including opportunity identification and bid support. Excellent analytical, presentation, and organizational skills. Preferred Qualifications Professional certifications such as CISA, ACA, ACCA or equivalent. Experience in risk advisory or Big Four consultancy environment. Exposure to emerging technologies in risk and controls, such as automation, data analytics, AI etc. Reports to RSC Director Salary £76,300 - £85,000 depending on a combination of factors including level of experience and expertise, in to an OTE bonus. Benefits include Pension: on joining, employees will be automatically enrolled in our workplace pension scheme Holiday Entitlement: employees receive 25 days per holiday year plus all statutory bank and public holidays in England and Wales Private Medical Insurance: employees will be enrolled on to the company BUPA healthcare scheme Insurances: Life Insurance and Critical Illness cover are provided to all employees Carbon Offset: Employees will be enrolled onto the company carbon offset scheme which is committed to offsetting at least 50% of all employee personal carbon emissions. All Turnkey employees are entitled to £40 worth of carbon credits each year, which can offset 7 tonnes of carbon. Options are available to increase carbon credit amounts which would be treated as a benefit in kind. Location Based in our London office, with hybrid working (expected office working 2-3 days per week). Occasional travel to our offices in other countries will be expected as part of this role if there is a requirement to do so.