Customer Consulting - Service Effectiveness Senior Associate Customer Consulting - Service Effectiveness Senior  …

PwC
in London, England, United Kingdom
Permanent, Full time
Be the first to apply
Competitive
PwC
in London, England, United Kingdom
Permanent, Full time
Be the first to apply
Competitive
Customer Consulting - Service Effectiveness Senior Associate
About the team

The Private Sector (PS) Customer team within Consulting at PwC, advises leading private sector organisations. Our ambition is to be the number one advisor to the Private sector industry recognised for delivering sustainable value to our clients. Transforming the experience delivered to customers is at the top of our client's agendas, Our clients often struggle to improve business outcomes across their marketing, sales and service functions. Our engagements help drive commercial excellence, create omni-channel customer engagement while also innovating with technology. These engagements span front office, middle office and operations within Retail, Consumer Goods, Industrial Products, Utilities, Telcos. We are able to deploy multi-disciplinary teams that use PwC's proven methodologies and tools and apply these with deep industry expertise. We have a number of roles available in our rapidly growing Customer practice, based in London.
About the role

Private Sector organisations are looking for ways to grow and create competitive advantage. Our customer transformation team helps our clients differentiate their offering by understanding better who their customers are and how to address their needs. Using digital and emerging technologies, we focus on front office transformation across marketing, sales and service, delivering exceptional customer experiences to help achieve strong commercial and business outcomes.

We are looking for individuals with a demonstrably strong track record in this area. You will have worked on projects in areas such as customer strategy, product design and end-to-end front-office, digital-enabled transformation with a focus on Customer Service optimisation. You will have a deep understanding of digital trends, customer experience and operational improvement. Strong consulting skills and industry knowledge are both a must. We want people that can play a leading role in developing our PS Customer practice in this key area of customer transformation.

We are recruiting at Senior Associate grade Essential skills and experience
  • Degree educated or equivalent
  • Experience in delivering digitally enabled transformation programmes within B2C or B2B organisations which:
    • Transform service offering and design 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 through CX and Close Loop initiatives.
  • Experience of working in or with teams that look at; Customer Service Strategy, Service Experience Design (customer & employees), Operating Model Design, Digital self-service, Customer Success & Loyalty, Contact Centre Operations, Customer Feedback, Closing the Loop and Customer Insight
  • Experience of building sustainable client relationships within Private Sector organisations 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 generating a vision and leading teams, establishing direction and motivating people to focus efforts and build commitment towards achieving business goals
  • Experience of being a highly effective developer of people by making time to coach, mentor and develop others
Desirable skills and experience
  • Experience of working in or with teams that look at; Customer Service Strategy, Service Experience Design (customer & employees), Operating Model Design, Digital self-service, Customer Success & Loyalty, Contact Centre Operations, Customer Feedback, Closing the Loop and Customer Insight
  • Experience of applying, analysing CX measurement scores such as NPS, CES, CSAT - understanding and applying the difference between Top Down and Bottom up metrics
  • Experience of using CEM platforms such as Medalia, SAP Qualtrics, Satmatrix and ResponseTek
Who we're looking for
  • Strong customer experience skills and an understanding of current issues and challenges across the varying levels of maturity within Private Sector industry
  • Significant experience in customer services, call centre models, process optimisation, service experience design, Customer Feedback and Close Loop activities, field services operations and delivering new technology into organisations.
  • Significant experience working within and (dependant on grade) managing large, complex projects and teams

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.
Not the role for you?
Did you know PwC offer flexible contract arrangements as well as contingent work ( ie temporary or day rate contracting)?
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 www.pwc.com/uk/careers/experienced/apply
Diversity
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, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.
Learn more here www.pwc.com/uk/diversity
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