Customer Led Transformation, Director, Insurance and AM, Consulting

Job Description

A career within Customer Consulting services, will provide you with the opportunity to help our clients design customer strategies that address the customers underlying needs and desired outcomes. We help build bridges between digital and analog mediums,delivering personal and contextual experiences powered by technology and analytics, and driving the total experience by engaging the customer, product, partner, and employee experiences.PwCs Customer Financial Services Consulting Practice has ambitious growthplans. 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 CustomerLed 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 employeeexperience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus on transformation across all areas of our clients businesses that interact with the customer/client including marketing, sales & distribution, service,client and broker relationship management and underwriting and pricing.In order to meet the market opportunity in our existing client opportunities and to support growth into new clients, we are looking to expand the practice at Director level:About the roleThisis 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 FinancialServices 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 relationshipmanagement) 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 Youwill be able to demonstrate how you have helped your clients to deliver tangible results. Key Responsibilities Support the FS CLT leadership team in the sale of Customer Led Transformation to our Financial Services clients, with a particular focus on Insuranceclients Provide leadership to the safe and commercially sound delivery of Customer Led Transformation programmes, particularly those delivering new customer facing services or propositions and that are underpinned by PwCs market leading expertise in Salesforce.Go-to-market planning, account target plans and deal origination for priority clients and work with Financial Services and alliance marketing to ensure there is full support for go-to-market plans Shaping and taking to market new propositions which reflectleading thinking in customer experience and customer led change, and are underpinned by PwCs Experience Centre, S&, and Customer capability groups Delivery oversight, including management of offshore and nearshore delivery teams including Operating modelchange, Customer Experience design and Technology delivery Senior client stakeholder management and commercial management experience in complex Financial Services consulting engagements Contribute to the overall development and growth of our practice through:supporting recruitment and training of the team managing and leading other team members enhancing our delivery assets and methodologies Continue to develop internal relationships and your PwC brand Skills and Experience You have experience in delivering digitallyenabled 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 tocustomers 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 analyticsHelp 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; General Insurance Commercial Insurance (including LondonMarket) Brokers Life and Pensions A people centric mindset, with a passion for designing and delivering compelling experiences for customers and employees An inspiring team leader, able to rapidly establish and lead high-performing, multi-disciplinary, crossgeography teams, drawn from across PwC, our clients staff and third party organisations; Strong consulting experience Excellent core consulting skill-set Evidence of delivering demonstrable benefits to clients Leaders who are prepared to deliver client excellenceas well as shape and contribute to the growth of our practice Willingness to develop others both on and outside of client engagements 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 colleaguesas 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 customerand emerging technologies and their applications to improve customer and employee experiencesDealsOur Deals business is an exciting, fast-paced and an ever-growing business that focuses on deals and crisis situations for our clients. Collectively, we dealwith the types of situations you hear about regularly in the news and we provide support, insight and analysis to the management, shareholders and financiers of business.Not the role for youDid you know PwC offer flexible contract arrangements as well ascontingent work (ie temporary or day rate contracting)The skills we look for in future employeesAll our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to th