Consulting Manager -Customer Transformation (Customer Service & Sales)
About the team
The Private Sector Customer team within Consulting at PwC, advises leading private sector organisations. Our ambition is to be the number one advisor to the Private sector industry recognised for delivering sustainable value to our clients. Transforming the experience delivered to customers is at the top of our client’s agendas, Our clients often struggle to improve business outcomes across their marketing, sales and service functions. Our engagements help drive commercial excellence, create omni-channel customer engagement while also innovating with technology.
These engagements span front office, middle office and operations within Retail, Consumer Goods, Manufacturing, Energy and Utilities,
We are able to deploy multi-disciplinary teams that use PwC’s proven methodologies and tools and apply these with deep industry expertise.
About the role
We want people that can play a leading role in developing our Customer 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 and operations (e.g. customer value proposition, product design, route to market, customer journey mapping, customer segmentation and persona development, loyalty and retention programmes) and front-office customer service, customer measurement.
Experience of change or improvement projects in customer service or sales effectiveness
Experience of building sustainable client relationships within Private Sector 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 private sector industry
Experience of generating a vision and leading teams, establishing direction and motivating people to focus efforts and build commitment towards achieving business goals
Desirable skills and experience
- Experience in customer technologies and user experience design is desirable (e.g. front-end prototyping/mockup design).
Who we’re looking for
Strong customer experience skills and an understanding of current issues and challenges across the Private Sector - especially from the Retail, Consumer Goods, Manufacturing, Utilities or Energy sector.
Significant experience in customer strategy, customer research and insight, customer centric operating model design, implementation and measurement, digital and omnichannel delivery
Significant experience working within and (dependant on grade) managing large, complex projects and teams
Need to travel/overnight stays away from home ? Yes – depends on role
Opportunity for working from home? Yes, within reason, depends on role
Amount of time client based – approximately 80%
Opportunity for flexible working (hours)? Yes, within reason
Amount of time PwC office based – approximately 20% (dependant on grade)