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Innovation Center Lead

Posted: 8 Jun 2021 Closes: 9 Jul 2021
London Competitive
Permanent & Full-time PwC_221179WD

Frontier Experience & Engagement Lead



Scope of Responsibilities

Leading on the Frontier customer experience journey

Articulating our value, vision and customer centric strategy

  • Delivering the Frontier's vision and purpose to meet strategic priorities
  • Understanding our customers growth priorities to ensure they are capitalising on the value Frontier delivers
  • Maintaining an extensive network across LoS and BUs to understand what we are developing, our growth propositions, GTM approaches to inform our strategy on how the spaces are used

Creating the 'wow' experience across all our environments

  • Advocating a customer first approach, focusing on the experience that we want customers to have (look,feel,touch). Our customers should feel that we are explorers - here to help them collectively (PwC and clients) explore the art of the possible, to be innovative, to show them something different, to work with them in a different way
  • Driving the technology roadmap to enhance the customer first approach and experiences on site and virtual
  • Facilitating business teams to develop experiences combining design thinking capability, latest technology solutions (LoS, alliances and third parties) to deliver on our promise of Frontier being 'the catalyst to deepening relationships and winning new work'

Use case architect for the Frontier

  • Enhance and hone use cases by sharing success stories, rolling out additional technology solutions we have identified as enhancers
  • Develop and Implement a model of pre packaged events aligned to our primary use cases (with pre booked multi rooms, technology application and set up) to take the effort out of organisation for our customers
  • Opening the door to alliances (installations and showcases) and the firm's leadership programmes ie CIO network
  • Be a connector to help mobilise regional Frontiers

An eye on the ROI

  • Focusing on the opportunities that matter, with spaces to be used for events and workshops that are brand enhancing, are likely to create opportunities and will likely create a return on investment
  • Co design and implement a cost model to encourage the right behaviours and ultimate use of the spaces

Reporting line

Day to day reporting line in to T&I Operations leader

Collaborating with Frontier sponsor and Commercial Technology lead, Tom Lewis

Leadership responsibilities

Leading the core Frontier team and Service Delivery teams on the implementation of the desired customer experience journey

Responsibility for managing key relationships to shape and facilitate events e.g LoS business drivers/C&M Leads, PCP account leads, alliance leaders, I&P, sales and marketing, client experience team

Primary point of contact for Regional leaders of current and future Frontier sites, I&P and Steerco on the creation of Frontier business cases and the resulting design brief.

Key attributes of the role

  • Leadership experience
  • Customer centric approach
  • Adaptable and creative problem solver
  • Agile Innovator
  • Workshop design experience (preferable)
  • Understanding of designing a product capability/service catalogue.
  • Strong and effective communication skills.
  • Excellent influencing and negotiation skills
  • Ability to say no
  • Life long learner
  • Self-motivated

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.

Learn more here:

Valuing Difference. Driving Inclusion.

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 because creating value through diversity is what makes us strong as a business, enabling us to solve important problems and deliver value to our clients. We encourage an inclusive culture where people can be themselves, are valued for their strengths and are empowered to be the best they can be. As an organisation with an increasingly agile workforce, we also support different ways of working offering flexible working arrangements. Learn more here about our work to support an inclusive culture.
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