Public Sector Customer Transformation Lead

PwC UK; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Flexible working

Private medical cover

Volunteering days

Job summary

PwC UK is seeking an experienced Manager to lead customer-led transformation engagements within public sector contexts. You will diagnose issues, design practical solutions, and support delivery while coaching junior colleagues and managing client relationships.

You will contribute to business development and work across service excellence, customer operations, and digital enablement, collaborating with PwC teams and sector experts to deliver tangible outcomes.

Qualifications

• Experience delivering customer-led or service transformation work across customer experience, journeys, contact centre or operating model design.
• Public sector exposure (local government, health, charities, central government) is advantageous.
• Strong consultancy skills: problem structuring, analysis, stakeholder management, workshop facilitation and storytelling.

Responsibilities

• Lead workstreams or small project teams across customer-led transformation engagements.
• Manage day-to-day client relationships and coach junior colleagues.
• Diagnose issues, identify opportunities, design practical solutions and support delivery.
• Design and deliver solutions across service excellence, customer operations and digital enablement.
• Grow the practice through proposals, credentials and client conversations.

Skills

Consulting skills

Stakeholder management

Workshop facilitation

Communication

Storytelling

Leadership

Tools

CRM

Case management systems

Contact centre platforms

Digital channels

Job description

PwC UK is seeking an experienced Manager to lead customer-led transformation engagements within public sector contexts. You will diagnose issues, design practical solutions, and support delivery while coaching junior colleagues and managing client relationships.

You will contribute to business development and work across service excellence, customer operations, and digital enablement, collaborating with PwC teams and sector experts to deliver tangible outcomes.