Client Experience & Technology Lead - Associate Director | ErnstYoung Job

Job Description

The opportunity 

Orals are a critical client-facing moment and can be a key differentiator in winning an opportunity. Ongoing client touchpoints build on that moment. As part of the Orals Prep & Execution (OP&E) team, you will own the experience and technology for orals and ongoing client touchpoints on the firm's most strategic, complex and high-value pursuits. 

You will partner with Creative Strategists, who lead the story, messaging and visual direction, and OP&E Specialists, who lead presenter coaching and performance choreography. You will turn that shared direction into effective in-person, hybrid and digital experiences. As an Associate Director, you will act as a trusted experience and technology advisor to account and pursuit leaders, challenge standard presentation approaches when a better experience supports the win strategy, and help improve future client touchpoints through practical lessons and leading practices. 

Your key responsibilities 

• Own the experience plan and technical delivery for orals and ongoing client touchpoints, from preparation through follow-up, selecting the right format and technology for the client, budget, timeline and win strategy. 

• Design and build hands-on experiences, including interactive demos, prototypes, presentation environments, videos, digital follow-ups, AI agents and automated workflows. 

• Lead the technical setup and run-of-show for rehearsals, live orals and client sessions, including testing, backup planning, troubleshooting and follow-up. 

• Partner with Creative Strategists and OP&E Specialists to ensure experiences are on brand, tailored to the client and integrated with presenter coaching, transitions and the overall pursuit story. 

• Coordinate developers, onshore and offshore builders, platform vendors and AV providers; manage licenses, timelines, quality, security, privacy and risk requirements. 

• Own the experience and AI technology roadmap by piloting, testing, scaling or retiring tools based on usage, client feedback and engagement data. 

• Research the client, solution, sector and market to develop relevant concepts and practical options for each touchpoint. 

• Build reusable tools, processes and leading practices, share knowledge across the Center of Excellence and help determine team training priorities. 

• Maintain strong relationships across Sectors, Service Lines, Brand, Marketing and Communications, Wavespace, Studio+ and other internal and external networks. 

Skills and attributes for success 

• Strong client experience, user experience and interactive technology judgment, with an eye for design, brand and the details that shape a polished client experience. 

• Executive presence and the ability to build credibility quickly, advise senior stakeholders and challenge teams constructively. 

• Excellent project management and organizational skills, with the ability to manage multiple deliverables and produce high-quality work in a fast-paced, deadline-driven environment. 

• Strong written and verbal communication, team-building and interpersonal skills across a wide variety of working and social styles. 

• Sound logic and decision-making, including the ability to weigh client value, continuity, format, cost, timing and data or security risk when recommending a technology approach. 

• Resourcefulness, initiative and composure, with the ability to work independently, troubleshoot live technical issues and adapt quickly when circumstances change. 

• A collaborative, innovation-oriented mindset and a commitment to coaching teams, sharing leading practices and continually improving tools and processes. 

To qualify for the role, you must have 

• A university, bachelor's or technical degree. 

• 15+ years of experience in digital or client experience, interactive technology or pursuit strategy, including hands-on delivery of orals and ongoing client touchpoint experiences. 

• Deep experience with digital/client experience, UX or interactive technology for live presentations and ongoing client interactions, together with exposure to design and brand marketing. 

• Working knowledge of interactive demo platforms, presentation tools, AI and low-code platforms, such as Microsoft Power Platform and Copilot Studio, and virtual event and AV technology. 

• Proficiency with Microsoft Outlook, Word, PowerPoint, SharePoint and Excel, plus familiarity with Adobe Creative Suite, web, video and AI-powered tools. 

• Previous experience managing teams or professional communities and coordinating internal resources, external vendors and cross-functional stakeholders. 

• Cross-border experience in a large global organization, a strong understanding of deal activation or new-business pitches, and a record of building collaborative relationships and influencing stakeholders. 

• Flexibility to work outside regular hours and across time zones, including longer days or weekends during critical pursuit periods, and the ability to travel for on-site preparation, rehearsals, orals and client touchpoints as needed. 

Ideally, you will have 

• Experience with UX/CX, Adobe, Microsoft 365, AI, agile delivery or project management accreditations; no certification is required. 

• Experience building AI agents or automated workflows, including solutions using Copilot Studio. 

• Knowledge of EY's products and services, Gold Standard Pursuit Process, Exceptional Client Service principles or comparable enterprise pursuit frameworks. 

• Experience analyzing engagement data, client feedback and win/loss insights to improve future experiences and delivery. 

• Experience translating complex solutions and value propositions into clear, engaging and interactive client experiences. 

What we offer you
At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

• 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 base salary range for this job is: 
• • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $154,300 to $277,700
  • Bay Area California offices – $160,700 to $289,300
  • All other offices locations in the US, including Sacramento – $128,600 to $254,600
• Individual salaries within these 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.

Are you ready to shape your future with confidence? Apply today.                                              

• To make the most of your application experience, please limit yourself to two applications within a six-month period.
• EY accepts applications for this position on an on-going basis.
• For those living in California, please click here for additional information.
• At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment.

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.

All in to shape the future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, 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 qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process,  please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at [email protected].