Customer Operations & Experience, Senior Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Experience

Management Level

Senior Manager

Job 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.

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 co-creative 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 you’ll be part of 

As a Customer Operations & Experience, Senior Manager, you’ll 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 multi-channel 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 you’ll 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 non-digital tools and techniques
• Product management or product design and prototype development and testing
• Group facilitation and developing and leading co-creation workshops
• Telecom, retail, energy, utilities, and/or mining industry experience is an asset
• Ability to form trusted client relationships

Why you’ll love PwC  

We’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: https://jobs-ca.pwc.com/ca/en/life-at-pwc  

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 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), Human-Centered Design, Human-Computer Interaction (HCI), Inclusion, Industry Trend Analysis, Influence, Intellectual Curiosity, Interactive Design {+ 28 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re 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.

We’re 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.com/ca/en/about-us/diversity-inclusion.html. Be a part of The New Equation.

Chez PwC Canada, notre atout le plus précieux, c’est notre personnel. Et c’est en apprenant les uns des autres que nous devenons plus forts. Nous avons à cœur de créer une communauté équitable et inclusive de professionnels de la résolution de problèmes, dans laquelle chacun se sent vraiment à sa place. Nous savons que l’expérience peut prendre diverses formes et, pour nous, donner confiance au public et résoudre des problèmes importants n’est possible que si notre milieu de travail reflète la diversité de la société dans laquelle nous vivons.

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.

Pour en savoir plus sur l’inclusion et la diversité chez PwC Canada: https://www.pwc.com/ca/fr/about-us/diversity-inclusion.html. Faites partie de La Nouvelle équation.

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