Business Transformation Manager

Job Title: Business Consulting – Business Transformation, Operating Model and Process Excellence - Customer Transformation – Manager

Location: Dublin

Available for Work Visa Sponsorship: NO

Business Area: Business Consulting - Customer Transformation

Contract Type: Full-Time – Permanent

The opportunity

Join our Customer Transformation team and help clients radically improve their customer-facing operations. You’ll work on exciting projects that transform customer experience, drive sustainable growth, and enhance business outcomes. This is your chance to shape how organisations connect with their customers through innovative digital solutions and user-centric strategies.

Your key responsibilities

• Lead and support enterprise-wide business transformation engagements from initial assessment, diagnostics and strategy through design, implementation and benefits realisation.
• Assess current operating models, organisational structures, governance arrangements, decision rights, capabilities, processes, technology and performance measures.
• Design target operating models that align people, process, technology, data, governance and organisation with the client’s strategic objectives.
• Translate transformation strategies into clear implementation roadmaps, workstreams, initiatives, dependencies and measurable outcomes.
• Lead end-to-end process analysis, including process discovery, reengineering, design, standardization, simplification and improvement.
• Experience in digital delivery, requirement gathering, and tech enablement (automation, AI) as part of their analysis/ discovery work.
• Identify operational inefficiencies, root causes, risks and improvement opportunities using qualitative and quantitative analysis.
• Develop current-state and future-state process documentation using recognised process modelling approaches and tools.
• Conduct business analysis activities including problem definition, requirements elicitation, prioritisation, options assessment, impact analysis and traceability.
• Facilitate senior stakeholder interviews, design workshops and cross-functional working sessions to build alignment and support decision-making.
• Define governance structures, decision rights, accountability frameworks, service delivery models and performance management arrangements.
• Support organisation and capability design, including role definitions, responsibility matrices, skills requirements and workforce implications.
• Develop transformation business cases, benefits frameworks, KPIs and mechanisms for tracking delivery and sustainable outcomes.