Customer & Digital Solutions Director (FS)

A career in our Customer Experience practice, 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.

Our team focuses on defining the desired customer experience through customer and market insight, aligning customer service channels with overall growth objectives, leveraging people and technology to establish a infrastructure that supports service strategy, and identifying and resolving billing and other performance issues that lead to customer dissatisfaction.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Director, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Support team to disrupt, improve and evolve ways of working when necessary.
• Arrange and sponsor appropriate assignments and experiences to help people realise their potential and support their long-term aspirations.
• Identify gaps in the market and spot opportunities to create value propositions.
• Look for opportunities to scale efficiencies and new ways of working across multiple projects and environments.
• Create an environment where people and technology thrive together to accomplish more than they could apart.
• I promote and encourage others to value difference when working in diverse teams.
• Drive and take ownership for developing connections that help deliver what is best for our people and stakeholders.
• Influence and facilitate the creation of long-term relationships which add value to the firm.
• Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Minimum Years of Experience:
8 year(s)

Preferred Qualifications:

Degree Preferred:
Master Degree

Preferred Knowledge/Skills:
Demonstrates proven industry and consulting expertise in the following areas:
– Conducting Voice of the Customer Analysis, both qualitative and quantitative (surveys, analytics, ethnographic studies and customer journey mapping);
– Determining adoption rates, price elasticity and major drivers of retention for customers;
– Analyzing customer economics, business performance and cost to serve;
– Defining customer needs and purchase behaviors;
– Conducting customer segmentations and segmentation strategies to include utilization of socioeconomic, behavioral or attitudinal, and wants-and-needs based techniques;
– Performing capability gap analyses and other-related customer-facing capabilities;
– Developing customer-centric operating models to include Customer Experience Design;
– Performing statistical analyses, including various regression techniques, and segmentation using varying techniques, such as clustering analyses.
– Developing and implementing Go To Market models, including channel mix and partnerships, product and service bundling, sales organization models and value propositions;
– Understanding customer trends in the B2B and B2C space, as well as across industries.

Demonstrates expertise of pricing and profitability strategy, emphasizing an extensive track record of managing large scale projects that involve thinking critically about the business model and processes, and articulating a vision for the future of the business through thought leadership.

Demonstrates expertise of managing and maintaining successful interactions with senior leadership in client organizations.

Demonstrates expertise in writing and visual communications abilities, leveraging communications between writing and visual to articulate presentations and reporting. Prior experience in a consulting role within a managerial capacity.

Demonstrates proven leadership expertise, including the following:
– Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;
– Leveraging industry knowledge and analytical skills, especially as it relates to project management and project facilitation;
– Leading and/or facilitating teams and develop client proposals, leveraging extensive business development and relationship management know-how;
– Identifying and addressing client needs: developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities; preparing and presenting complex written and verbal materials; and defining resource requirements, project workflow, budgets, billing and collection;
– Leading teams to generate a vision, establish direction and motivate members, create an atmosphere of trust, leverage diverse views, coach staff, and encourage improvement and innovation;
– Leveraging Business transformation skills with a track record of successful change enablement with quantifiable results;
– Utilizing analytical skills with the ability to translate complex problems into simple and actionable tasks;
– Building and sustaining extensive client relationships using networking, negotiation and persuasion skills to identify and sell potential new strategic opportunities ideally in the $2-4 million range annually.