Director – Technology-Enabled 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

Director – Technology-Enabled Front Office Transformation (Commerce, Omni Channel & Customer Service)

About The Role

As a Director within our Customer and Digital Transformation team, you will shape and lead technology-enabled transformation across the front office for Consumer Markets clients, spanning Retail, Consumer Goods, Travel and Logistics. You will work across commerce, omni channel, marketing, sales and customer service, bringing together business ambition, strategy, experience, tech, data and AI to deliver measurable change. This is a senior leadership role focused on originating and scaling client relationships, shaping and delivering complex, multi-vendor technology programmes, and building market-leading propositions in areas including AI-enabled customer service, and agentic commerce.

You will play a critical role in driving revenue growth, managing pipeline, expanding key accounts and identifying new client opportunities. You will combine deep front office domain expertise with strong technology and architecture credentials and sharp commercial acumen. You will be credible with both business and technology C-suite stakeholders, and you will lead high-performing, multidisciplinary delivery teams from strategy and design through implementation and go-live.

• Lead technology-enabled front-office transformation across Commerce, Marketing, Sales and Customer Service for Consumer Markets clients, including Retail, Consumer Goods, Travel and Logistics.
• Design and deliver AI-enabled solutions, from strategy and proof of value through to scaled deployment, including agentic customer service, personalisation and commerce use cases.
• Define front-office technology strategies, target architectures and roadmaps spanning Commerce, CRM, Marketing Technology, Customer Data Platforms, Loyalty, Contact Centre and Order Management solutions.
• Drive growth through sales pipeline ownership, new business development, C-suite relationship management and leadership of complex proposals, RFPs and commercial negotiations.
• Build and scale strategic alliances with leading technology partners while overseeing the successful delivery of large, multi-vendor transformation programmes.
• Lead, mentor and develop senior talent, while contributing to thought leadership and market positioning on emerging technologies, particularly AI, agentic commerce and customer experience transformation.

This role is for you if

• Proven experience leading technology-enabled transformation across Commerce, Omnichannel and Customer Service, gained through consulting or senior digital and technology leadership roles.
• Deep expertise across Sales, Service and Marketing within Consumer Markets sectors, including Retail, Consumer Goods, Travel and Logistics.
• Strong track record delivering complex, multi-year transformation programmes from strategy and design through to implementation, deployment and business adoption across multi-vendor and multi-market environments.
• Hands-on experience delivering AI-enabled solutions and leveraging emerging technologies to drive measurable business outcomes.
• Ability to bridge business and technology teams, translating commercial priorities into clear, actionable technology roadmaps.
• Proven success balancing business growth, delivery and people leadership, with a strong track record in sales, alliance management and building high-performing teams.

What you’ll receive 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.