Customer Transformation and Delivery - Managers (Financial Services)

  • Location


  • Sector:

    Business Services

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  • Published:

    over 1 year ago

  • Expiry date:


  • Client:


About the team

PwC’s Customer team is looking for Managers & Senior Managers who are driven by helping Financial Services transform through differentiated customer experiences and new customer technologies. Our team deliver a wide range of strategic transformation work; from defining the future of new digital challenger brands, through to transforming customer experience for established players in the market. We are fast growing, having doubled our business in the last year, and are a part of PwC’s market leading financial services practice.

Who we’re looking for

If you have a strong track record in customer transformation – a deep understanding of digital delivery, digital trends, customer experience, front-office service design and operational improvement – then we’re looking for you.You’ll be a driven self-starter, with experience driving customer transformation programmes, strong stakeholder management skills and Financial Services experience.You’ll be comfortable owning client relationships and working hand-in-hand with client teams to help them achieve their goals.What you’ll be responsible for

As a Manager or Senior Manager in the Financial Services (FS) Customer team you’ll be responsible for

  • Leading customer transformation projects and workstreams

  • Coaching and enabling teams

  • Building our FS Customer practice

The experience you’ll need

1. Leading customer transformation projects and workstreams

You’ll be expected to lead customer transformation projects or workstreams for our clients. You’ll demonstrate strong

  • Experience delivering digital products, specifically those with customer technologies, using Agile methodologies

  • Customer journey mapping and experience design skills from the Financial Services sector

  • Experience in front-office operating models, including sales, marketing and service

  • Project management skills

  • Experience working on large and complex programmes

  • Stakeholder management and engagement skills, with experience managing senior project stakeholders

  • Experience performing in the face of uncertainty or ambiguity

  • Financial services industry experience, specifically any of the following retail and commercial banking, private banking and wealth management, capital markets, and insurance

2. Coaching and enabling teams

You’ll be expected to coach teams and act as a role model in the FS Customer team. You’ll have the opportunity to act as a career coach, help drive our learning and development agenda, and help us attract the best talent. You’ll demonstrate strong experience

  • Building high-performing teams

  • Leading and managing teams

  • Coaching colleagues and junior team members

  • Proactively providing feedback

  • Addressing performance issues

Building our Financial Services Customer practice

In addition to your client work, you’ll help build and drive our FS Customer practice and contribute to sales proposals to help us win work. You’ll do this by applying your Financial Services experience, understanding of Customer market trends and sourcing information from the network you’ll establish across the firm. You’ll be confident in articulating your viewpoint on market trends and what you have seen at other clients or in industry


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.

Learn more here