FS Customer & Service Excellence Consultant - Senior Manager

Line of Service

Advisory

Industry/Sector

Banking and Capital Markets

Specialism

Banking & Finance

Management Level

Senior Manager

Job Description & Summary

About the role

PwC’s Customer Financial Services Consulting Practice is passionate about our purpose which is to help our Financial Services clients to design and deliver impactful experiences for their customers and to create value for society.

Our team helps Financial Services organisations build powerful, next-generation businesses using state-of-the-art digital technology to deliver compelling and innovative experiences to their customers. Our Financial Services Design practice is at the heart of our Customer Led Transformation offering, sitting at the intersection of business strategy, experience design, and digital technology.

We help our clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, their customer and employee experience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus on transformation across all areas of our client’s businesses that interact with the customer/client including marketing, sales & distribution, service, client / broker relationship management, underwriting and pricing.

We are on the lookout for individuals who can help us lead engagements where we design and deliver the future of digital banking and wealth for our clients.

You will work alongside a range of our strategic alliance partners (Engine by Starling, Salesforce, Guidewire, Microsoft and others), gaining exposure to the latest in financial services technology and will have the opportunity to contribute to market-transforming programmes around the world.

What your day will look like

• Build a detailed understanding of digital solutions and work closely with Partners and Directors to identify and convert sales opportunities

• Lead the development of sales materials with a deep understanding of digital banking, wealth platforms, insurance and client needs

• Oversee teams conducting competitor analysis and market analysis to form a view of the appropriate digital solutions for target markets and clients

• Lead the design new go-to-market propositions, based on your knowledge of the capabilities of the latest financial services platforms (incl. banking, wealth and insurance)

• Lead teams that design target-state customer journeys / service blueprints and work with designers to bring-to-life the future experience

• Lead a team of product owners across a variety of domains (e.g. onboarding, payments, customer service, AML & Fraud, quote and buy, claims, renewals ) who work with clients to understand how they can adopt out-of-the-box capabilities from leading platforms (e.g. Engine by Starling)

This role is for you if

• You have worked in client-facing roles, in a consulting role, or at a technology company (in Financial Services) Product owner during implementation, leading teams of business analysts, UX / UI designers and engineers to design and deliver new digital customer and colleague experiences. Experience also in delivery lead roles are highly sought after

• You have experience of rapidly identifying client problems and presenting solutions in a structured and informative manner and you are inquisitive and like the detail of understanding how something does and should work

• You have a technical aptitude and curiosity and the ability to be self-motivated in a highly autonomous environment, in a collaborative team

• You have strong presentation and facilitation skills and you have attention to detail

• You can adapt your communication style to different stakeholders (senior clients, technology vendors, engineering functions) and you are comfortable dealing with ambiguity

Whatyou’llreceive from us

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

Education (if blank, degree and/or field of study not specified)

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Coaching and Feedback, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, E-Commerce, Embracing Change {+ 25 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 60%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

Yes

Job Posting End Date

July 29, 2026