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EY EY wavespace Global Client Experience Leader (Associate Director) in Rochester, New York

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.

At EY wavespace we exist to create and solve together. We help clients to re-imagine their most complex challenges, to drive growth, champion new ideas and open the door to further opportunities. Also, Human-centered design and collaboration are at the heart of our methodologies because we believe that people support what they help create. We work with agility and beyond borders. And we think, design and build with creativity and speed. EY wavespace’s immersive Experience sessions give executives the mindset and collaborative tools to think and solve differently. Our Experience sessions are delivered in-person, virtually, in a blended environment, and in the metaverse.

The opportunity

Delivering an exceptional client experience and exceeding expectations are at the core of our philosophy. We are looking for experienced Client Experience (CX) talent to focus on the comprehensive meaning of CX in EY wavespace, as well as on designing, managing, and enhancing the end-to-end participant journey within EY wavespace and beyond.

Your key responsibilities

As an EY wavespace Client Experience Leader, you’ll collaborate with a wide-ranging set of stakeholders within EY wavespace, across the broader EY community, and externally with clients and the EY wavespace ecosystem to define, design, and deliver an exceptional and unique client experience across our global network.

  • Work with our teams and stakeholders to define and design CX in EY wavespace

  • Create the EY wavespace playbook which will include the participant journey in EY wavespace, from their first encounter with EY wavespace through to beyond that wavespace Experience

  • Play a leading role in meetings with C-Suite client executives to deeply understand their experience with EY wavespace, lessons learned and next steps

  • Work with EY’s top clients, their EY account teams, and the wavespace account leaders on these accounts to ideate and create key CX components for these top clients in EY wavespace

  • Collaborate with EY wavespace Experience Leaders, Managers and Designers, to design and execute high profile client experiences

  • Engage with internal specialists, such as marketing and video production, and external resources, such as concierge and experience experts, to augment the CX in EY wavespace

  • Find new and innovative approaches to fulfill/redefine CX moments-that-matter - to surprise and delight clients within time and cost constraints

  • Establish and lead a CX community within the EY wavespace network

  • Advise, guide, and train EY wavespace teams

Skills and attributes for success

This is a high-energy, high-visibility role with substantial client interaction and accountability.

To qualify you must have

  • Significant customer-facing service experience and/or client-facing consulting experience

  • Rich professional history of creating and delivering world-class user experiences

  • Demonstrated experience in bringing high quality customer experience ideas to life

  • Credibility and gravitas to communicate effectively with C-Suite level stakeholders

  • Proven ability to work collaboratively with a wide range of team members and clients / customers

  • Demonstrated experience building and/or contributing to strong cross-functional working relationships within a matrixed environment

  • Ability to mentor and manage people

  • Demonstrable Emotional Intelligence (EQ)

Ideally, you’ll also have

  • Experience in the Hospitality industry

  • Experience working with collaboration technology

  • Strong Business Operations experience

What we look for

  • Good analytical and critical thinking skills

  • Ability to establish and maintain credibility and excellent client relationships

  • Demonstrable Emotional Intelligence (EQ) and sensitivity to stakeholders needs

  • Good judgment, tact and decision-making ability

  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

  • Ability to work and team with a multitude of different people and different cultures

EY has a diverse and high-performing culture; wavespace is no exception. Motivated, smart, team-players do best in this environment, where you can direct your career and achieve your professional goals.

What we offer

The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary range/s.

We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The salary range for this job in most geographic locations in the US is $125,900 to $235,500. The salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $151,100 to $267,600. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

  • 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.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

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.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and either need assistance applying online or need to request an accommodation during the interview process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at .