Senior Manager - Markets - National - CBS - C&I - MAT - Solution Activation - New Delhi

Requisition Id: 1668822

The opportunity

National comprises of sector agnostic teams working across industries for a well rounded experience.

CBS - C&I - MAT - Solution Activation :

Our Markets team focuses on providing account teams with the support they need to help drive revenue growth. Our account-centric approach to serving clients starts with understanding their business and providing tools and enablers to provide consistency on how we identify and align our services and solutions to our clients most pressing issues. We deliver services through one or more of our four global service lines: Assurance, Consulting, Strategy and Transactions and Tax. Our Markets team comprises of Business Development and Brand Media & Communication (BMC).

By adopting EY methodologies, executing on guidance, and leveraging tools and strategic programs, we bring the necessary rigor to our engagements. And by accessing our latest EY insights, solutions and client conversation tools, we have more meaningful conversations with our clients to help shape their thinking and generate additional value creation.

Your key responsibilities

• Client Experience (CX) Program Coordinator/Manager The Client Experience (CX) Program Coordinator/Manager will lead the design, implementation, and continuous improvement of the Client Experience (CX) program, including Voice of the Client (VoC) initiatives. This role is responsible for capturing, analyzing, and reporting on client feedback, translating insights into actionable strategies, and collaborating with teams to enhance service delivery and client satisfaction. Your key responsibilities
• Lead the design, implementation, and continuous improvement of the Client Experience (CX) program, including Voice of the Client (VoC) initiatives.
• Utilize digital tools such as CX LENS to capture, analyze, and report on client feedback across the engagement lifecycle.
• Translate client insights into actionable strategies that enhance service delivery, client satisfaction, and loyalty.
• Collaborate with account and engagement teams to initiate client feedback activities, including setting up interviews and surveys.
• Develop and maintain dashboards, scorecards, and reports that track CX metrics (e.g., CX Score - Program Strength, Client Feedback Score).
• Ensure alignment of CX initiatives with global strategy and business objectives. To qualify for the role, you must have
• Bachelor's or Master's degree in Business Administration, Marketing, Communications, or a related field.
• Strong understanding of client-centric strategies and customer experience frameworks.
• Proficiency in data analysis and visualization tools (e.g., Power BI, Excel, Tableau).
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally and influence without authority. Experience
• 5-8 years of experience in client experience, customer success, or program management roles.
• Proven track record of managing feedback programs and driving measurable improvements in client satisfaction.
• Experience working in professional services, consulting, or B2B environments is preferred.
• Familiarity with digital CX platforms and CRM systems.
• Demonstrated passion for delivering exceptional client service and building long-term relationships.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced, matrixed environment.
• Analytical mindset with the ability to derive insights from qualitative and quantitative data. What we look for People with the ability to work in a collaborative way to provide services across multiple client departments while adhering to commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions. You should possess excellent communication, facilitation, relationship-building, presentation and negotiation skills. The role expects you to be flexible, adaptable, and creative, with willingness to travel.

Skills and attributes

• Bachelor of Business Administration
• Master of Science in Data Science
• Master of Commerce
• Master of Business Administration
• Master of Design
• Bachelor of Commerce

Experience

• Project Management (6+ years)

What we look for