Customer Transformation Manager/Senior Manager - (Govt & Healthcare)
About the team
PwC’s Consulting Practice has ambitious growth plans and the Customer transformation team is at the heart of this growth. Our team work off an enormously strong client platform with strong board level commitment to this growth agenda. We can offer a broad position to successful applications including some cross sector work and some international assignments.
Our experienced team have an excellent track record of delivering high quality work to major international clients.
We are recruiting within our rapidly growing practice and are seeking individuals at Manager and Senior Manager grade,
You could be based in London, Leeds, Manchester, Birmingham, Edinburgh, Glasgow or Bristol
About the role
Public sector & healthcare 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 Operations practice in this key area of customer transformation.
Responsibilities will include:
developing customer experience strategies
performing customer journey mapping and analysis
overseeing customer segmentation development and analysis
identifying improvements in user experience
developing user experience strategies
performing user experience assessments
developing digital transformation strategies
supporting the execution of customer experience and digital transformations, including CRM implementations
undertaking workforce digital skills and capability assessments
delivering digital workforce transformation
developing new customer propositions, products, and services
undertaking customer research
defining future state customer journeys
undertaking current state channel and service design assessments
developing and executing service transformation strategies
Essential skills and experience
Public sector/government or healthcare industry experience
Experience of developing and delivering digitally-enabled customer transformation with strong focus on customer experience
Experience of at least two of: customer journey mapping, customer segmentation, loyalty, product design and agile delivery
Significant experience working within large, complex projects and teams
Experience of building sustainable client relationships 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 being a highly effective developer of people by making time to coach, mentor and develop others
Desirable skills and experience
Experience in user experience design is highly desirable (e.g. front-end prototyping/mockup design).
This role can be based in London or nationally in a regional office such as Leeds, Manchester, Birmingham, Edinburgh, Glasgow or Bristol
Need to travel/overnight stays away from home ? Yes – depends on role
Amount of time client based – approximately 80%
Opportunity for flexible working (hours)? Yes, within reason