Customer Consulting - Senior Managers (Private Sector)

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Customer Consulting - Senior Managers (Private Sector)

About the team

PwC’s Consulting Practice has ambitious growth plans and the Customer Consulting 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.

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 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

  • Degree educated or equivalent

  • Experience of developing and delivering digitally-enabled Customer transformation projects with strong focus on Customer experience

  • Experience of at least two of Customer journey mapping, Customer segmentation, route to market, loyalty, product design and agile delivery

  • External consulting experience including experience of 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 and evidence 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).
    Experience in consulting or professional services

Additional Information

  • 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

    Location: London
    Salary: Competitive
    Closing date: 13th of November 2019


In Consulting we deliver practical, far-sighted advice that gets straight to the heart of clients’ business issues and delivers amazing results by helping our clients improve the way they operate, reduce costs, manage risks, leverage talent or fundamentally change the way they do business, the work you do will be all about helping organisations of all shapes and sizes work smarter and grow faster. You could find yourself working with household names in a diverse range of industries – everyone from big-name broadcasters and high-street banks to multinational telecoms operators and energy companies.

Not the role for you?

Did you know PwC offer flexible contract arrangements as well as contingent work ( ie temporary or day rate contracting)?

The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

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We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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