Client Listening & Insights | Manager

PwC Australia; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Inclusive environment

Flexible work arrangements

Career progression

Generous leave entitlements

Parental leave policy

Job summary

PwC Australia is seeking a Manager, Client Listening & Insights to lead and continuously improve the Client Listening program across Advisory and Priority Accounts, collaborating with account teams and firmwide functions. You will orchestrate feedback loops, reduce friction in data collection, build relationships with Markets leaders, and drive actionable insights through Salesforce notes and deep dives.

This role offers flexibility, career development, generous leave, and a chance to impact

Qualifications

• 5–7+ years of experience in client listening, client experience, program management, or a related role in professional services.
• Strong understanding of client experience frameworks and tools, with the ability to embed them into business processes.
• Experience managing complex client feedback programs and driving improvements based on insights.
• Strong project leadership skills, with the ability to manage multiple priorities and stakeholders effectively.

Responsibilities

• Lead delivery of the Client Listening program for the Advisory business and Priority Account program, increasing feedback volumes and helping stakeholders use feedback effectively.
• Facilitate closing-the-loop practices and identify ways to reduce friction in collecting and acting on feedback for clients and internal teams.
• Build collaborative relationships with Advisory Markets and Operations leaders, the Priority Account Program Lead, Lead Client Partners, account teams and the Salesforce team.
• Identify, lead and execute projects that continuously improve Client Listening processes and functions.
• Collaborate with the broader Client Listening and Clients & Markets teams to align activity, share insights and drive best practice.
• Coordinate client conversations, including arranging and supporting PDR and Independent senior partner conversations, recording quality notes in Salesforce and completing deep dives on insights.
• Support regular reporting and analysis of client feedback to inform strategic decision-making and foster a culture of responsiveness.

Skills

Client listening

Program management

Stakeholder management

Project leadership

Communication

Change management

Matrix organisations

Tools

Salesforce

Job description

Great client experiences begin with listening carefully, asking the right questions, and turning insight into meaningful action. As a Manager, Client Listening & Insights, you’ll play a vital role in delivering and continuously improving the Client Listening program, working with internal stakeholders across the firm including in Advisory, our Priority Accounts, account teams and firmwide functions.

Why PwC?

At PwC Australia, your skills meet purpose. We tackle big challenges across industries like finance, technology, energy, and health giving you the chance to make a real impact. Here, your growth is our priority. You’ll work with leading teams, explore new technologies, and unlock your full potential.

Join a global community of more than 370,000 people who value bold ideas, collaboration, and lasting change. Together, we’re building trust and shaping the future.

What you’ll do:

• Lead delivery of the Client Listening program for the Advisory business and Priority Account program, increasing feedback volumes and helping stakeholders use feedback effectively.
• Facilitate closing-the-loop practices and identify ways to reduce friction in collecting and acting on feedback for clients and internal teams.
• Build collaborative relationships with Advisory Markets and Operations leaders, the Priority Account Program Lead, Lead Client Partners, account teams and the Salesforce team.
• Identify, lead and execute projects that continuously improve Client Listening processes and functions.
• Collaborate with the broader Client Listening and Clients & Markets teams to align activity, share insights and drive best practice.
• Coordinate client conversations, including arranging and supporting PDR and Independent senior partner conversations, recording quality notes in Salesforce and completing deep dives on insights.
• Support regular reporting and analysis of client feedback to inform strategic decision-making and foster a culture of responsiveness.

What we’re looking for:

Core Skills

• 5–7+ years of experience in client listening, client experience, program management or a related role in professional services, consulting or a B2B environment.
• Strong understanding of client experience frameworks and tools, with the ability to embed them into business processes.
• Experience managing complex client feedback programs and driving improvements based on insights.
• Strong project leadership skills, with the ability to manage multiple priorities and stakeholders effectively.
• Excellent interpersonal and communication skills, with the ability to influence and collaborate across teams and levels.
• A customer‑centric, commercially minded approach, with curiosity, analytical capability and the ability to connect client insights with business objectives and opportunities.
• Demonstrated ability to drive change within large, matrixed organisations.

Desirable Skills

• Familiarity with Salesforce or another CRM platform used to support client listening programs.
• Experience in a professional services, consulting or business-to-business environment.
• A proactive, collaborative and adaptable approach, with strong problem‑solving skills and a focus on actionable outcomes.

Don't meet every requirement? We encourage you to apply. We value all forms of experience that may be transferrable and relevant.

What you’ll gain:

• The opportunity to work with leading organisations and cutting‑edge technology that challenge and expand your expertise.
• Work within an inclusive environment committed to Inclusion and Diversity and First Nations Prosperity, ensuring diverse perspectives are at the forefront of our work.
• Flexibility means trusting you to choose when, where, and how you work balancing what’s best for you, your team, and your clients to grow and thrive together.
• Clear paths for career progression supported by continuous learning and leadership development.
• Generous leave entitlements to support your work‑life balance - including floating public holidays, birthday leave and ability to purchase additional leave on top of your four weeks.
• A world‑class parental leave policy offering up to 26 weeks of leave for caregivers, supporting your family and personal life.

We know that perks are as important as your financial rewards. Explore all the benefits that PwC has to offer here.

Ready to grow here and go further?

Join PwC Australia as a Manager, Client Listening & Insights and make an impact that goes beyond the expected.

We’re committed to treating all our job applicants fairly and with respect, irrespective of their actual or assumed background, disability, neurodivergence, or any other protected characteristic and to maintaining a safe, respectful workplace for everyone. We want you to have every opportunity to thrive in our selection process. In the application form, you can let us know what adjustments you require during our recruitment process and/or any workplace accommodations you anticipate needing to help you perform your role.

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