Customer Transformation Senior Manager
2d ago

Senior Manager

Job Description & Summary

PwC’s Customer Financial Services Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our Financial Services clients to design and deliver impactful experiences for their customers and to create value for society.

Our Customer Financial Services practice is at the heart of our Customer Led Transformation offering, sitting at the intersection of business strategy, experience design, and digital technology.

We help our clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, their customer and employee experience, their operations, incentives and behaviours - all accelerated by the right technologies.

We focus on transformation across all areas of our client’s businesses that interact with the customer / client including marketing, sales & distribution, service, client and broker relationship management and underwriting and pricing.

About the role

This is an exciting opportunity to join us as we embark on the next phase of our growth journey.

We are looking for individuals with a strong consulting background who have experience of successfully transforming the customer and front office functions of Financial Services organisations to help us continue our strong growth trajectory.

You will have a strong point of view on customer and digital trends and their impact on organisations. You will have experience of successfully shaping compelling proposals for clients, architecting and then leading delivery across the end to end project lifecycle from strategy to execution.

We would expect domain expertise in one or more of customer facing operations (e.g. Marketing, Sales, Distribution, Service, Branch, Broker / client relationship management) and experience across :

Customer strategy and experience design

Customer journey and service model design

Front office operating model design and implementation

Front office process design and implementation

End to end digital transformation

You will be able to demonstrate how you have helped your clients to deliver tangible results.

We are recruiting at both Manager and Senior Manager level positions.

Key Responsibilities

Actively involved in business development activities to help identify, propose and close customer transformation opportunities.

Shape, own and successfully deliver client engagements

Contribute to the overall development and growth of our practice through :

developing the technical acumen of yourself and others

creating thought leadership

enhancing our delivery assets and methodologies

Continue to develop internal relationships and your PwC brand

Skills and Experience

You have experience in delivering digitally enabled transformation programmes within B2C or B2B Financial Services organisations which which demonstrate tangible benefits :

Transforming front office capabilities 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 and improve end to end customer experience

  • Experience working with Financial Services organisations in one or or more of the following sectors;
  • Retail and Commercial Banking

    General Insurance

    Commercial Insurance (including London Market)

    Life and Pensions

    You will have 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

    You will have experience of building sustainable senior client relationships and be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional.

    You will have a track record of building and developing high performing teams. With experience of delivering across multiple workstreams (depending on grade).

    You will have a sound understanding of customer and emerging technologies and their applications to improve customer and employee experiences.

    Who we’re looking for

    A people centric mindset, with a passion for designing and delivering compelling experiences for customers and employees

    Strong consulting experience

    Excellent core consulting skill-set

    Evidence of delivering demonstrable benefits to clients

    Leaders who are prepared to deliver client excellence as well as shape and contribute to the growth of our practice

    Willingness to develop others both on and outside of client engagements

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