Director: AI-Driven Front Office Transformation

PwC UK; Greater London; On-site; GBP 150,000 - 210,000; Full time

Benefits offered by this job

Empowered flexibility

Private medical cover

Volunteer days

Job summary

PwC UK is seeking a Director to lead technology-enabled front-office transformation across Commerce, Omnichannel and Customer Service for Consumer Markets clients, spanning Retail, Consumer Goods, Travel and Logistics. You will drive AI-enabled customer service and agentic commerce initiatives, aligning business strategy with cutting-edge technology.

You will shape architectures, manage multi-vendor delivery, and grow client relationships with senior leadership, delivering measurable revenue

Qualifications

• Experience leading technology-enabled transformation across Commerce, Marketing, Sales and Customer Service.
• Proven ability to shape and deliver multi-year programmes with multi-vendor ecosystems.
• Strong commercial acumen with capability to manage pipeline and client opportunities.

Responsibilities

• Lead technology-enabled front-office transformation across Commerce, Marketing, Sales and Customer Service for Consumer Markets clients.
• Design and deliver AI-enabled solutions from strategy to scaled deployment, including agentic customer service and personalised commerce use cases.
• Define front-office technology strategies, target architectures and roadmaps spanning CRM, Marketing Tech, CDP, Loyalty and Order Management.
• Drive revenue growth through sales pipeline ownership and C-suite relationships; lead complex proposals and negotiations.
• Build and scale strategic alliances with technology partners while delivering large multi-vendor programmes.
• Mentor and develop senior talent and contribute to thought leadership in AI and customer experience.

Skills

Front Office

Front Office Transformation

Leadership

Sales Pipeline

Multi-vendor Delivery

AI-enabled Solutions

C-suite Engagement

Tools

CRM

Marketing Tech

CDP

Job description

PwC UK is seeking a Director to lead technology-enabled front-office transformation across Commerce, Omnichannel and Customer Service for Consumer Markets clients, spanning Retail, Consumer Goods, Travel and Logistics. You will drive AI-enabled customer service and agentic commerce initiatives, aligning business strategy with cutting-edge technology.

You will shape architectures, manage multi-vendor delivery, and grow client relationships with senior leadership, delivering measurable revenue