G&HI - Customer Transformation - Manager

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 helpcreate 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, centralgovernment, 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, middleoffice 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 growingpractice 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 theroleWe 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. Youwill 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 indeveloping 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 analysisIdentifying 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 thedesign, 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 workforcetransformation Developing new customer propositions, products, and services Undertaking customer research Undertaking current state channel and service design assessments Developing and executing service transformation strategiesEssential skills and experiencePublic 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 deliveringdigitally 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 workingwithin 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 makingtime to coach, mentor and develop others Significant experience working within and managing large, complex projects and teamsDesirable skills and experience Strong customer experience skills and an understanding of current issues and challenges across thevarying 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)ConsultingIn 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 talentor 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 - everyonefrom big-name broadcasters and high-street banks to multinational telecoms operators and energy companies.Not the role for youDid you know PwC offer flexible contract arrangements as well as contingent work ( ie temporary or day rate contracting)The skillswe 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 the work we do for our business, and our clients. These skills and behaviours make up ourglobal leadership framework, The PwC Professional and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.DiversityValuing Difference. Driving Inclusion.We work in a changing worldwhich 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 solveimportant 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, wealso support different ways of working offering flexible working arrangements. Learn more here about our work to support an inclusive culture.