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G&HI - Customer Transformation - Manager

Posted: 8 Jun 2021 Closes: 9 Jul 2021
London Competitive
Permanent & Full-time PwC_165877WD-int

About the team

PwC's Customer Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our public sector clients to design and deliver impactful experiences for their customers, citizens, and consumers and help create value for society.

We are a key part of our Government and Health Industry Sector (G&HI) team and we support some of the largest and most complex customer transformation programmes across the public sector. Our clients include local government, central government, health, education, transport and defence.

Our engagements help deliver better customer experiences, create omni-channel customer engagement while also designing, implementing and innovating with technology. Our engagements span front office, middle office and operations across a diverse range of public sector organisations. We are able to deploy multi-disciplinary teams that use PwC's proven methodologies and tools and apply these with deep industry expertise.

We are recruiting within our rapidly growing practice and are seeking individuals at Manager grade.

You could be based in London, Leeds, Manchester, Birmingham, Edinburgh, Glasgow, Belfast or Bristol. The nature of our work alongside our clients means that travel to client sites is required.

About the role

We are looking for individuals with a demonstrable track record in this area. You will have worked on projects in areas such as customer strategy, experience design, product design and end-to-end digital transformation where technology is an enabler. You will have a deep understanding of digital trends, customer experience and operational improvement - ideally with exposure across public sector clients. Strong consulting skills and industry knowledge are both a must. We want people that can play a role in developing our Customer practice in the 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
  • Supporting the design, requirements gathering and implementation of front office technologies such as CRM platforms (including technologies such as Microsoft Dynamics and Salesforce)
  • Undertaking workforce digital skills and capability assessments
  • Delivering digital workforce transformation
  • Developing new customer propositions, products, and services
  • Undertaking customer research
  • 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.
  • Core consulting experience (business analysis, business case development, communicating with impact, project management, stakeholder management)
  • Experience of supporting, developing and delivering digitally enabled customer transformation with strong focus on customer experience
  • Experience of at least two of: customer experience design, customer strategy development, product design and agile delivery, customer operations improvement.
  • 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 of being a highly effective developer of people by making time to coach, mentor and develop others
  • Significant experience working within and managing large, complex projects and teams

Desirable skills and experience
  • Strong customer experience skills and an understanding of current issues and challenges across the varying levels of maturity across the public sector industry
  • Experience of at least two of: central government, local government, transport, social housing, health, education, defence.
  • Experience in customer services, call centre models, process optimisation, service experience design, customer feedback, field services operations and delivering new technology such as CRM, portals, website CMS into organisations.
  • Experience of leading and working in agile teams and applying agile methods and principles (SAFe, Scrum, Agile)
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