G&HI Customer Led Transformation Manager Digital Implementation

Job Description

About the teamPwCs 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 PwCs 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 roleWe are looking for individuals with a demonstrable track record in this area (relevant to grade). You will have worked on projects across the full end to end delivery lifecycle, where technology (e.g. Salesforce, Microsoft Dynamics, AWS, emerging tech) is a key 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 led transformation.As a Manager youll bring three to five years consulting experience and be able to work as a key member of our project teams taking responsibility for managing and delivering some of our key deliverables.Responsibilities (relevant to grade) will include:Supporting the development of Customer transformation product roadmaps, enabled by Technologyperforming customer journey mapping and designleading the execution of customer experience and digital transformations in workstream lead rolessupporting the design, requirements gathering and implementation of Customer technologies such as CRM platforms (including technologies such as Salesforce, Microsoft Dynamics, AWS connect, etc)developing new customer propositions, products, and servicesEssential skills and experience at all gradesPublic 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 outcomesExperience of working within projects that have implemented core Customer Technology platforms e.g Salesforce, Microsoft Dynamics, AWS, etcExperience of agile delivery including experience / certification in one or more of the following (SAFe, Scrum, etc) Experience of operating in roles such as Service design lead, Scrum master, Product Owner, Lead Business Analyst and the execution of Business analysis, user story creation, backlog prioritisation, backlog management, sprint planning, development, testing and release managementSignificant experience working within and managing large, complex projects and teamsExperience of building sustainable client relationships and to be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professionalExperience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectationsExperience of being a highly effective developer of people by making time to coach, mentor and develop othersDesirable skills and experienceStrong understanding of current issues and challenges across the public sector industryExperience of at least two of: central government, local government, transport, social housing, health, education, defence.Experience in delivering solutions within at least two of: Customer self-service, customer services, contact centre operating models, process optimisation, field services.Experience in using Agile delivery tools such as Confluence, Jira, Trello, etcConsulting In 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 the way 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 with household names in a diverse range of industries - everyone from big-name broadcasters and high-street banks to multinational telecoms operators and energy companies. 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 uk/careers/experienced/apply Diversity 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. uk/diversity