Manager, Customer Strategy Transformation

PwC•Toronto, ON

About The Position

At PwC, our people in experience consulting specialise in providing consulting services focused on enhancing customer and employee experiences. These individuals analyse client needs, design and implement experience strategies, and offer guidance and support to help clients create memorable and impactful experiences that drive customer loyalty and employee engagement. Those in experience design at PwC will specialise in designing exceptional customer and employee experiences. Your work will involve utilising human-centred design principles to understand user needs, conduct research, and create intuitive and engaging experiences. Additionally, you will be responsible for collaborating with clients to develop user journeys, wireframes, prototypes, and visual designs that optimise interactions and deliver seamless experiences across various touchpoints. As a Manager in PwC’s Customer Transformation practice, you will lead teams helping organizations design and deliver customer-centric strategies, experiences, and operating models that drive growth, loyalty and efficiency. You will work with senior client leaders to shape transformation agendas and translate strategy into executable customer experience and operations initiatives.

Requirements

Customer journey mapping & service design
Voice of Customer / customer insights
Customer Experiemce measurement frameworks (NPS, CSAT, etc.)
Omnichannel strategy
Contact center transformation
Digital customer platforms
Operating model design
An interest in upskilling for a digital world and technology trends, an openness to learning new tools and adapting how you work
A demonstrated commitment to valuing differences and working alongside diverse people and perspectives
Experience in Consulting is required

Responsibilities

Work across a variety of industry clients with a focus on 4 segments initially EUMI (energy, utilities, mining, industrial manufacturing and automotive), Financial Services, TMT/CM (telecommunications, media, technology, consumer markets) and Government and Health
Define customer growth strategies, segmentation and value propositions
Identify opportunities to drive customer lifetime value and loyalty
Lead customer journey mapping and service design
Design omnichannel customer experiences
Improve contact center, service operations and customer support models
Optimize customer processes, operating models and service delivery
Lead teams delivering customer transformation programs
Translate strategy into roadmaps and implementation initiatives
Use customer data, research and analytics to derive insights
Develop customer KPIs and experience measurement frameworks
Build relationships with senior client stakeholders
Lead workshops and executive presentations
Lead consulting teams and manage project delivery across multiple workstreams
Coach and develop Senior Associates and Associates
Contribute to proposal development and client pursuits
Build trusted relationships with client executives