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G&HI Customer Led Transformation - Manager - Digital Implementation

  • Location

    Leeds

  • Sector:

    Business services

  • Salary:

    Not Specified

  • Job ref:

    WRT-2021-05-02-E4516920347B

  • Published:

    about 5 hours ago

  • Expiry date:

    2021-08-09

  • Client:

    PWC

Job Description

PwC's Customer Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our public sector clients to design and deliver impactful experiences for their customers, citizens, and consumers and help create value for society.

We are a key part of our Government and Health Industry Sector (G&HI) team and we support some of the largest and most complex customer transformation programmes across the public sector.

Our clients include local government, central government, health, education, transport and defence.

Our engagements help deliver better customer experiences, create omni-channel customer engagement while also designing, implementing and innovating with technology.

Our engagements span front office, middle office and operations across a diverse range of public sector organisations. We are able to deploy multi-disciplinary teams that use PwC's proven methodologies and tools and apply these with deep industry expertise.

We are recruiting within our rapidly growing practice and are seeking individuals at Manager grade.

You could be based in London, Leeds, Manchester, Birmingham, Edinburgh, Glasgow, Belfast or Bristol. The nature of our work alongside our clients means that travel to client sites is required.

About the role

We are looking for individuals with a demonstrable track record in this area (relevant to grade).

You will have worked on projects across the full end to end delivery lifecycle, where technology (e.g. Salesforce, Microsoft Dynamics, AWS, emerging tech) is a key enabler.

You will have a deep understanding of digital trends, customer experience and operational improvement ideally with exposure across public sector clients.

Strong consulting skills and industry knowledge are both a must. We want people that can play a role in developing our Customer practice in the key area of customer led transformation.

As a Manager you'll bring three to five years consulting experience and be able to work as a key member of our project teams taking responsibility for managing and delivering some of our key deliverables.

Responsibilities (relevant to grade) will include :

Supporting the development of Customer transformation product roadmaps, enabled by Technology

performing customer journey mapping and design

leading the execution of customer experience and digital transformations in workstream lead roles

supporting the design, requirements gathering and implementation of Customer technologies such as CRM platforms (including technologies such as Salesforce, Microsoft Dynamics, AWS connect, etc)

Candidate Description

Essential skills and experience at all grades

Public sector / government or healthcare industry experience.

Core consulting experience (business analysis, business case development, communicating with impact, project management, stakeholder management)

Experience of supporting, developing and delivering digitally enabled customer transformation with strong focus on customer outcomes

Experience of working within projects that have implemented core Customer Technology platforms e.g Salesforce, Microsoft Dynamics, AWS, etc

Experience of agile delivery including experience / certification in one or more of the following (SAFe, Scrum, etc)

Experience of operating in roles such as Service design lead, Scrum master, Product Owner, Lead Business Analyst and the execution of Business analysis, user story creation, backlog prioritisation, backlog management, sprint planning, development, testing and release management

Significant experience working within and managing large, complex projects and teams

Experience of building sustainable client relationships and to be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional

Experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations

Experience of being a highly effective developer of people by making time to coach, mentor and develop others

Desirable skills and experience

Strong understanding of current issues and challenges across the public sector industry

Experience of at least two of : central government, local government, transport, social housing, health, education, defence.

Experience in delivering solutions within at least two of : Customer self-service, customer services, contact centre operating models, process optimisation, field services.

Experience in using Agile delivery tools such as Confluence, Jira, Trello, etc