Customer Operations Experience Senior Manager
Customer Operations Experience Senior Manager
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
ExperienceManagement Level
Senior 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 humancentred 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.
A career in our Customer Operations Transformation practice with a focus on utilities will provide you with a unique opportunity to help our clients identify design and deliver transformational product and service experiences enabled by emerging technologies. By focusing on the key problems worth solving and using agile and iterative approaches we help our clients use the power of technology to launch new products and services driving innovation and business results. Key areas of focus include but are not limited to contact centre operations CRM optimization and voice of customer management.
Our team aligns customer and employee experiences and empowers employees to take full advantage of the technology investments to drive business results launch products and services and enable long term sustainable growth. Through the delivery of new products and services we help organizations to improve customer satisfaction reduce operating costs and enable the delivery of new products and services.
Specifically the Senior Manager Experience will work with the client and PwC colleagues in a cocreative fashion to define the future state customer and employee experience key moments of truth and define an implementation plan that takes a realistic view of how to achieve the end state over time.
Meaningful work youll be part of
As a Customer Operations & Experience Senior Manager youll work as part of a team of problem solvers helping to solve business issues deliver high quality client service and operational efficiency. Responsibilities include but are not limited to:
Establish credibility and relationships with prospective clients by demonstrating technical and industry knowledge in utilities customer operations digital customer experience and service design and identify opportunities for assistance.
Lead or assist in business development activities including sales proposals and building and maintaining sustainable client relationships.
Manage the end to end delivery (including project economics and risk) of multiple experience consulting projects consisting of multiple resources and teams and ensure the quality of deliverables and clients are satisfied with the work.
Client delivery Delivery Engagements 60 Business development and practice building 40
Developing and implementing multichannel digital strategies.
Overseeing service design digital solution delivery and similar engagements that feature design thinking human centred design and agile methods
Management/oversight of budgets and resource plan for implementation of solution(s).
Working with diverse teams including clients and other internal firm capabilities (including analytics procurement technology) to scope and sell engagements
Help define and lead the creation of deliverables
Lead key aspects of the digital customer transformation process for clients particularly as it relates to employee or customer experience transformation
Collaborate and build relationships with colleagues and subject matter experts in other relevant practices across the firm including technology HR transformation digital operations and more.
Experiences and skills youll use to solve
Experience working with organizations helping them digitally transform
Experience with SAP Oracle SEW Salesforce and other customer platforms is an asset
Prior consulting experience and/or utilities customer experience required
Knowledge of utility customer operations in areas such as: Contact Centre Billing Field Services Collections Outage Management etc.
Extensive general experience in the utilities sector gained either through direct industry employment or substantial services to industry
Leadership experience in a management consulting environment
Ability to quickly establish credibility with clients by demonstrating subject matter expertise and knowledge in the relevant operation processes
Design thinking strong project management facilitation and delivery skills service design ethnography & behavioral Insights and user research
Experience designing conducting and synthesizing qualitative user research using a range of digital and nondigital tools and techniques
Product management or product design and prototype development and testing
Group facilitation and developing and leading cocreation workshops
Telecom retail energy utilities and/or mining industry experience is an asset
Ability to form trusted client relationships
Why youll love PwC
Wereyoull 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: https://jobsca.pwc/ca/en/lifeatpwc
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 Mtis 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 Skills
Optional 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) HumanCentered Design HumanComputer Interaction (HCI) Inclusion Industry Trend Analysis Influence Intellectual Curiosity Interactive Design 28 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
At PwC Canada our most valuable asset is our people and we grow stronger as we learn from one another. Were committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.Were committed to providing accommodations throughout the application interview and employment process. If you require an accommodation to be at your best please let us know during the application process.To learn more about inclusion and diversity at PwC Canada: https://www.pwc/ca/en/aboutus/diversityinclusion.html. Be a part of The New Equation.Chez PwC Canada notre atout le plus prcieux cest notre personnel. Et cest en apprenant les uns des autres que nous devenons plus forts. Nous avons cur de crer une communaut quitable et inclusive de professionnels de la rsolution de problmes dans laquelle chacun se sent vraiment sa place. Nous savons que lexprience peut prendre diverses formes et pour nous donner confiance au public et rsoudre des problmes importants nest possible que si notre milieu de travail reflte la diversit de la socit dans laquelle nous vivons.Nous tenons rpondre vos besoins tout au long du processus de demande demploi dentrevue et dembauche. Si vous avez besoin de mesures dadaptation pour tre parfaitement laise faiteslenous savoir ltape de la demande demploi.Pour en savoir plus sur linclusion et la diversit chez PwC Canada: https://www.pwc/ca/fr/aboutus/diversityinclusion.html. Faites partie de La Nouvelle quation.Required Experience:
Senior Manager
Employment Type
Full-Time
