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 designCustomer journey and service model designFront office operating model design and implementationFront office process design and implementationEnd to end digital transformation You willbe able to demonstrate how you have helped your clients to deliver tangible results. Key ResponsibilitiesSupport the FS CLT leadership team in the sale of Customer Led Transformation to our Financial Services clients, with a particular focus on Insurance clientsProvideleadership 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-marketplanning, 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 plansShaping and taking to market new propositions which reflect leading thinkingin customer experience and customer led change, and are underpinned by PwCs Experience Centre, S&, and Customer capability groupsDelivery oversight, including management of offshore and nearshore delivery teams including Operating model change, Customer Experiencedesign and Technology deliverySenior client stakeholder management and commercial management experience in complex Financial Services consulting engagementsContribute to the overall development and growth of our practice through:supporting recruitment andtraining of the teammanaging and leading other team membersenhancing our delivery assets and methodologiesContinue to develop internal relationships and your PwC brand Skills and ExperienceYou have experience in delivering digitally enabled transformationprogrammes within B2C or B2B Financial Services organisations which which demonstrate tangible benefits: Transforming front office capabilities to improve Customer & Employee ExperienceTransforming Operating models to better align to customers and improveways of workingIncrease Customer loyalty and spend, whilst also reducing cost to serveEnhancing Digital capabilities by leveraging next generation technologiesImprove the visibility and knowledge about customers through advanced analyticsHelp organisationscapture and process customer feedback and improve end to end customer experienceExperience working with Financial Services organisations in one or or more of the following sectors;General InsuranceCommercial Insurance (including London Market)BrokersLife andPensionsA people centric mindset, with a passion for designing and delivering compelling experiences for customers and employeesAn inspiring team leader, able to rapidly establish and lead high-performing, multi-disciplinary, cross geography teams, drawn fromacross PwC, our clients staff and third party organisations;Strong consulting experienceExcellent core consulting skill-setEvidence of delivering demonstrable benefits to clientsLeaders who are prepared to deliver client excellence as well as shape and contributeto the growth of our practiceWillingness to develop others both on and outside of client engagementsYou will have experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clientsby 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, valuedand 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 technologiesand their applications to improve customer and employee experiencesConsultingIn 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 theway 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 withhousehold names in a diverse range of industries - everyone from big-name broadcasters and high-street banks to multinational telecoms operators and energy companies.The skills we look for in future employeesAll our people need to demonstrate