Customer Consulting (Service Effectiveness) - Manager/Senior Manager

  • Location


  • Sector:

    Business Services

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  • Published:

    over 1 year ago

  • Expiry date:


  • Client:


About the team
The Private Sector (PS) 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, 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 a focus on 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.

We are recruiting at both Manager and Senior Manager grade
Essential skills and experience
  • Degree educated or equivalent
  • Experience in delivering digitally enabled transformation programmes within B2C or B2B organisations which:
    • Transform service offering and design to improve Customer & Employee Experience
    • Transforming Operating models to better align to customers and improve ways of working
    • Increase Customer loyalty and spend, whilst also reducing cost to serve
    • Enhancing Digital capabilities by leveraging next generation technologies
    • Improve the visibility and knowledge about customers through advanced analytics
    • Help organisations capture and process customer feedback through CX and Close Loop initiatives.
  • Experience of working in or with teams that look at; Customer Service Strategy, Service Experience Design (customer & employees), Operating Model Design, Digital self-service, Customer Success & Loyalty, Contact Centre Operations, Customer Feedback, Closing the Loop and Customer Insight
  • 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 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
Desirable skills and experience
  • Experience of working in or with teams that look at; Customer Service Strategy, Service Experience Design (customer & employees), Operating Model Design, Digital self-service, Customer Success & Loyalty, Contact Centre Operations, Customer Feedback, Closing the Loop and Customer Insight
  • Experience of applying, analysing CX measurement scores such as NPS, CES, CSAT - understanding and applying the difference between Top Down and Bottom up metrics
  • Experience of using CEM platforms such as Medalia, SAP Qualtrics, Satmatrix and ResponseTek
Who we’re looking for
  • Strong customer experience skills and an understanding of current issues and challenges across the varying levels of maturity within Private Sector industry
  • Significant experience in customer services, call centre models, process optimisation, service experience design, Customer Feedback and Close Loop activities, field services operations and delivering new technology into organisations.
  • Significant experience working within and (dependant on grade) managing large, complex projects and teams
Additional Information
Need to travel/overnight stays away from home ? Yes – depends on role
Opportunity for working from home? Yes, within reason,
Amount of time client based – approximately 80%
Opportunity for flexible working (hours)? Yes, within reason


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.

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