Manager, Customer Strategy Transformation

Toronto, ON
$112,400-162,400 per year
Permanent
Full-time

8 days ago

Line of Service AdvisoryIndustry/Sector Not ApplicableSpecialism ExperienceManagement Level ManagerJob Description & Summary 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.Responsibilities include but not limited to: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 HealthDefine customer growth strategies, segmentation and value propositionsIdentify opportunities to drive customer lifetime value and loyaltyLead customer journey mapping and service designDesign omnichannel customer experiencesImprove contact center, service operations and customer support modelsOptimize customer processes, operating models and service deliveryLead teams delivering customer transformation programsTranslate strategy into roadmaps and implementation initiativesUse customer data, research and analytics to derive insightsDevelop customer KPIs and experience measurement frameworksBuild relationships with senior client stakeholdersLead workshops and executive presentationsLead consulting teams and manage project delivery across multiple workstreamsCoach and develop Senior Associates and AssociatesContribute to proposal development and client pursuitsBuild trusted relationships with client executivesWhat You'll Bring:
Your skills, knowledge, and experiences are what set you apart. Here's what we look for:

Customer journey mapping & service design

Voice of Customer / customer insightsCustomer Experiemce measurement frameworks (NPS, CSAT, etc.)Omnichannel strategyContact center transformationDigital customer platformsOperating model designAn interest in upskilling for a digital world and technology trends, an openness to learning new tools and adapting how you workA demonstrated commitment to valuing differences and working alongside diverse people and perspectivesThis position ensures continuity and upholds our standards of excellence following the departure of a valued team member.The salary range for this position is $112,400 - $162,400. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary is determined by your skills, experience, qualifications and work location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm-wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation. During the hiring process, our Talent Acquisition team will provide details about our comprehensive total rewards package.Why you’ll love PwCWe’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at:PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism and oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required SkillsOptional Skills Accepting Feedback, Accepting Feedback, Accessible Design, Active Listening, Analytical Thinking, Brand Recognition, Coaching and Feedback, Communication, Creativity, Customer Experience (CX) Strategy, Data Analysis and Interpretation, Design Thinking, Digital Customer Experience, Embracing Change, Emotional Regulation, Empathy, Experience Design, Figma (UI Design Software), Human-Centered Design, Human-Computer Interaction (HCI), Inclusion, Industry Trend Analysis, Intellectual Curiosity, Interactive Design, Iterative Design {+ 25 more}Desired Languages (If blank, desired languages not specified)Travel Requirements Not SpecifiedAvailable for Work Visa Sponsorship? NoGovernment Clearance Required? NoJob Posting End DateWe’re committed to providing accommodation throughout the application, interview, and employment process. If you require accommodation to be at your best, please let us know during the application process.The use of artificial intelligence (AI) in recruiting is just getting started, so we know you have questions about how and why we use it. At certain points during our recruiting process, we rely on AI to improve your experience. This could be during resume review or curating personalized job recommendations, asking you clarifying questions via a chatbot or during our interview scheduling to improve your experience. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly, without seeing identity information, such as your name, or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills, experience and likely success at PwC Canada. While AI supports parts of our recruitment process, final hiring decisions always involve human review. For more information about our use and protection of your data, please refer to our Privacy Policy (https://www.pwc.com/ca/en/privacy-policy.html).Nous tenons à répondre à vos besoins tout au long du processus de demande d’emploi, d’entrevue et d’embauche. Si vous avez besoin de mesures d’adaptation pour être parfaitement à l’aise, faites-le-nous savoir à l’étape de la demande d’emploi.L’utilisation de l’intelligence artificielle (IA) dans le domaine du recrutement en est à ses balbutiements. Nous savons que vous pourriez vous demander comment et pourquoi nous y avons recours. À certains stades de notre processus de recrutement, nous comptons sur l’IA pour améliorer votre expérience. Par exemple, pendant l’examen du curriculum vitæ ou l’élaboration d’une liste de recommandations personnalisées, un agent conversationnel pourrait vous demander des précisions ou fixer avec vous un rendez-vous pour l’entrevue. L’IA nous aide à mieux lutter contre les préjugés, car l’évaluation des candidats se fait de façon juste et équitable, sans que les informations d’identification comme le nom ou le sexe soient connues. Elle nous permet également de mieux repérer les bons candidats pour un poste et d’évaluer le lien entre leurs compétences, leur expérience et leurs chances de réussir chez PwC Canada. Bien que l’IA facilite certaines étapes de notre processus de recrutement, les décisions finales d’embauche sont toujours prises par des personnes. Pour en savoir plus sur l’utilisation et la protection de vos données personnelles, consultez notre politique sur la protection des renseignements confidentiels (https://www.pwc.com/ca/fr/privacy-policy.html).

PwC

Apply Now