Customer Transformation Manager /Senior Manager- Financial Services
About the team
The Financial Services sector within Consulting at PwC, advises leading financial services organisations. Our ambition is to be the preeminent advisors to the Financial Services industry recognised for delivering sustainable value to our clients. Our engagements incorporate strategy definition, customer transformation, market assessment, operating model design, process re-engineering, through to complex change programmes and implementation. These engagements span front office, middle office and operations within retail, commercial and wholesale banking; insurance; and investment management. We are able to deploy multi-disciplinary teams that use PwC’s proven methodologies and tools and apply these with deep industry expertise.
We have a number of roles available in our rapidly growing practice and are seeking individuals at Manager grade, based in London.
About the role
Financial services organisations are looking for ways to grow and create competitive advantage. Our customer transformation team helps our clients differentiate their offering by understanding better who their customers are and how to address their needs. Using digital and emerging technologies, we focus on front office transformation across marketing, sales and service, delivering exceptional customer experiences to help achieve strong commercial and business outcomes.
We are looking for individuals with a demonstrably strong track record in this area. You will have worked on projects in areas such as customer strategy, product design and end-to-end digital transformation. You will have a deep understanding of digital trends, customer experience and operational improvement – ideally with exposure across different sectors. Strong consulting skills and industry knowledge are both a must. We want people that can play a leading role in developing our FS Operations practice in this key area of customer transformation.
Essential skills and experience
Degree educated or equivalent
Experience of developing and delivering digitally-enabled customer transformation with strong focus on customer experience (e.g. customer journey mapping, customer segmentation, product design and agile delivery)
Experience in user experience design is highly desirable (e.g. front-end prototyping/mockup design).
Significant experience working within and (dependant on grade) managing large, complex projects and teams
Experience of building sustainable client relationships within Financial Services organisations and to be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional
Experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations within the financial services industry
Experience of generating a vision and leading teams, establishing direction and motivating people to focus efforts and build commitment towards achieving business goals
Experience of being a highly effective developer of people by making time to coach, mentor and develop others
Need to travel/overnight stays away from home ? Yes – depends on role
Opportunity for working from home? No, except on occasion
Amount of time client based – approximately 80%
Opportunity for job sharing? No
Opportunity for flexible working (hours)? Yes, within reason