The Senior Manager will lead customer consulting services, manage large projects, innovate processes, and interact with clients at a senior level to drive success and efficiency in customer experience initiatives.
At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer experience at PwC will specialise in providing consulting services focused on enhancing the overall customer experience. You will analyse customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
The Opportunity
As part of the Customer Experience team you are expected to lead the way in providing customer consulting services. As a Senior Manager you are expected to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a senior level to drive project success. You are expected to leverage your specialized knowledge and technical acumen of industry-leading business trends, the firm's client service offerings, and professional industry networks to deliver quality results to clients and provide strategic input into the firm's business strategies.
Responsibilities
- Manage large-scale projects and confirm their successful execution
- Innovate and enhance processes to improve efficiency
- Maintain exceptional operational standards
- Interact with clients at a senior level to confirm project success
- Build trust with multi-level teams and stakeholders through transparent communication
- Motivate and coach teams to address complex challenges
- Apply advanced technical knowledge and industry insights
- Drive results by leveraging the firm's broad service offerings
What You Must Have
- Bachelor's Degree
- 7 years of experience
What Sets You Apart
- Conducting Voice of the Customer Analysis
- Determining adoption rates and price elasticity
- Analyzing customer economics and business performance
- Conducting customer segmentations and segmentation strategies
- Developing customer-centric operating models
- Performing statistical analyzes and segmentation
- Developing and implementing Go To Market models
- Specialization in pricing and profitability strategy
- Writing and visual communications abilities
Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
The salary range for this position is: $130,000 - $256,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Craft and convey clear, impactful and engaging messages that tell a holistic story.
- Apply systems thinking to identify underlying problems and/or opportunities.
- Validate outcomes with clients, share alternative perspectives, and act on client feedback.
- Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
- Deepen and evolve your expertise with a focus on staying relevant.
- Initiate open and honest coaching conversations at all levels.
- Make difficult decisions and take action to resolve issues hindering team effectiveness.
- Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
The Opportunity
As part of the Customer Experience team you are expected to lead the way in providing customer consulting services. As a Senior Manager you are expected to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a senior level to drive project success. You are expected to leverage your specialized knowledge and technical acumen of industry-leading business trends, the firm's client service offerings, and professional industry networks to deliver quality results to clients and provide strategic input into the firm's business strategies.
Responsibilities
- Manage large-scale projects and confirm their successful execution
- Innovate and enhance processes to improve efficiency
- Maintain exceptional operational standards
- Interact with clients at a senior level to confirm project success
- Build trust with multi-level teams and stakeholders through transparent communication
- Motivate and coach teams to address complex challenges
- Apply advanced technical knowledge and industry insights
- Drive results by leveraging the firm's broad service offerings
What You Must Have
- Bachelor's Degree
- 7 years of experience
What Sets You Apart
- Conducting Voice of the Customer Analysis
- Determining adoption rates and price elasticity
- Analyzing customer economics and business performance
- Conducting customer segmentations and segmentation strategies
- Developing customer-centric operating models
- Performing statistical analyzes and segmentation
- Developing and implementing Go To Market models
- Specialization in pricing and profitability strategy
- Writing and visual communications abilities
Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
The salary range for this position is: $130,000 - $256,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
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