Customer Led Transformation, Director, Insurance and AM, Consulting

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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.

PwC's Customer Financial Services Consulting Practice has ambitious growth plans. 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 Customer Led 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 employee experience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus on transformation across all areas of our client's 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 role

This is 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 Financial Services 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 relationship management) 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

You will 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 Insurance clients

• 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 PwC's 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 reflect leading thinking in customer experience and customer led change, and are underpinned by PwC's Experience Centre, S&, and Customer capability groups

• Delivery oversight, including management of offshore and nearshore delivery teams including Operating model change, 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 digitally enabled 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 to customers 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 analytics

  • Help 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 London Market)

  • 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, cross geography 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 excellence as 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 colleagues as 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 customer and emerging technologies and their applications to improve customer and employee experiences

Consulting
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.

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:

The Deal
We want all of our people to feel empowered to be the best that they can be, which is why we have 'The Deal'.
Find out more about our firmwide Employee Value Proposition:

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.