Client Experience & Technology Lead - Associate Director

EY•Charlotte, NC

3d•$128,600 - $289,300

About The Position

As part of EY’s Orals Prep & Execution (OP&E) team, the Client Experience & Technology Lead owns the experience and technology for orals and ongoing client touchpoints on the firm’s most strategic, complex and high-value pursuits. The role turns shared story, messaging and visual direction into effective in-person, hybrid and digital experiences, and serves as a trusted experience and technology advisor to account and pursuit leaders. The Associate Director challenges standard presentation approaches when a better experience supports the win strategy and applies lessons and leading practices to improve future client touchpoints. The role owns experience planning and technical delivery from preparation through follow-up, designing interactive demos, prototypes, presentation environments, videos, digital follow-ups, AI agents and automated workflows. It leads technical setup and run-of-show, coordinates internal teams and external providers, and manages technology roadmaps, quality, security, privacy and risk. The position also builds reusable tools and processes, shares knowledge, and maintains relationships across EY’s internal and external networks.

Requirements

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, as well as 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, 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.
Ability to travel as needed for on-site preparation, rehearsals, orals and client touchpoints.
Strong client experience, user experience and interactive technology judgment, with attention to design, brand and the details of a polished client experience.
Executive presence and ability to build credibility quickly, advise senior stakeholders and constructively challenge teams.
Excellent project management and organizational skills, including managing multiple deliverables and producing high-quality work in a fast-paced, deadline-driven environment.
Strong written and verbal communication, team-building and interpersonal skills across varied working and social styles.
Sound logic and decision-making, including weighing client value, continuity, format, cost, timing and data or security risk when recommending technology.
Resourcefulness, initiative and composure; ability to work independently, troubleshoot live technical issues and adapt to changing circumstances.
Collaborative, innovation-oriented mindset and commitment to coaching teams, sharing leading practices and continually improving tools and processes.

Nice To Haves

Experience with UX/CX, Adobe, Microsoft 365, AI, agile delivery or project management accreditations; certifications are not required.
Experience building AI agents or automated workflows, including solutions using Copilot Studio.
Knowledge of EY products and services, the 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.

Responsibilities

Own the experience plan and technical delivery for orals and ongoing client touchpoints from preparation through follow-up, selecting formats and technology appropriate to 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 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 clients and integrated with presenter coaching, transitions and the 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, piloting, testing, scaling or retiring tools based on usage, client feedback and engagement data.
Research clients, solutions, sectors and markets 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 relationships across Sectors, Service Lines, Brand, Marketing and Communications, Wavespace, Studio+ and other internal and external networks.