Operations Consulting Senior Manager - Customer Transformation
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, Industrial Products, Utilities, Telcos. 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 Customer practice and are seeking individuals at Manager grade, based in London.
About the role
Private Sector 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 front-office, digital-enabled transformation with focus on Marketing, Sales or Customer Service optimisation. You will have a deep understanding of digital trends, customer experience and operational improvement. Strong consulting skills and industry knowledge are both a must. We want people that can play a leading role in developing our PS 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 (e.g. customer value proposition, product design and agile delivery, route to market, customer journey mapping, customer segmentation, loyalty and retention programmes) and front-office service design
Experience in user experience design is desirable (e.g. front-end prototyping/mockup design).
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
Experience of being a highly effective developer of people by making time to coach, mentor and develop others
Who we’re looking for
Strong customer experience skills and an understanding of current issues and challenges across the Private Sector industry
Significant experience in customer value proposition design, customer experience strategy, design and digital delivery, customer profiling, journey and process mapping
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 job sharing? No
Opportunity for flexible working (hours)? Yes, within reason
Amount of time PwC office based – approximately 20% (dependant on grade)