Manager - Customer Centric Digital Transformation Specialist Ernst & Young AE

The Supply Chain and Operations Consulting team drives business performance by optimizing and transforming supply chain and manufacturing functions. They design advanced planning processes, translate business strategy into actionable supply chain solutions, and enhance manufacturing productivity through digital and operational improvements. The team also develops frameworks to improve supply chain services and operations across value chains.

We are seeking a manager to join the team in a Customer-Centric Digital Transformation role within Supply Chain and Operations Consulting.

Key Responsibilities

• Map the End-to-End Customer Journey, ensuring that AMI capabilities (e.g., usage alerts) are visible on the new BCRM Customer Portal.
• Lead the design of the Mobile App strategy, focusing on self-service features that reduce call center load.
• Facilitate "Change Impact Assessments" for the internal client team moves from managed services to internal operations.
• Develop proactive communication templates (SMS/Email) triggered by AMI events (outages, high-usage alerts).
• Extend customer journey mapping to include billing exceptions, VEE-driven rebills, and prepayment scenarios (credit exhaustion, reconnection, customer protection)
• Advice on AMI data usage standards for customer diagnostics, case notes, and consistent explanations to customers
• Align customer communications to event/alarm severity and agreed response timelines (what customers see and when)