Content Strategy & Customer Experience Senior Manager

PwC • Boston, MA

28d

About The Position

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In customer success management at PwC, you will focus on building strong relationships with clients and increasing their satisfaction with PwC's services and products. You will engage closely with clients to understand their needs, provide support, and drive successful outcomes. 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 Delivery Excellence (DE) Customer Success team you will lead the evolution of our content strategy and drive engagement through clear, impactful communication. As a Senior Manager you will serve as a key partner to cross-functional teams, bringing consistency, clarity, and a strategic brand voice to every user touchpoint.

Requirements

• Bachelor's Degree
• At least 15 years of total professional experience

Nice To Haves

• Master's Degree preferred
• Advanced profciency in Gen AI content tools
• Experience in UX copywriting and content strategy
• Simplifying complex topics for diverse audiences
• Being detail-oriented with focus on consistency and clarity
• Comfortable working in fast-paced environments
• Building reusable content systems and governance frameworks

Responsibilities

• Shape and refne the content strategy to enhance user engagement
• Develop clear and impactful communication for various user interactions
• Analyze user feedback to inform content evolution
• Mentor team members in impactful communication practices
• Lead projects that enhance overall user experience
• Foster collaboration to achieve strategic content goals

Benefits

• PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees