Customer and Business Transformation - Insurance Sector - Senior Manager

PwC Ireland; Dublin; Hybrid; EUR 80,000 - 120,000; Full time

Job summary

PwC Ireland is seeking a Customer & Business Transformation Senior Manager for its Insurance Consulting team. This senior leadership role involves leading transformation programmes across underwriting, claims, and policy administration in a hybrid work model.

The ideal candidate will have over 8 years of experience in the insurance sector, with strong expertise in delivering large-scale projects and enhancing customer experiences through digital solutions. The role requires excellent communication skills and a proven ability to manage complex stakeholder relationships.

Qualifications

• 8+ years of experience delivering large-scale transformation programmes in the insurance sector.
• Strong understanding of customer journeys and technology solutions.
• Excellent verbal and written communication skills.

Responsibilities

• Lead end-to-end programmes in insurance consulting.
• Develop understanding of insurance operations and leverage knowledge for impactful projects.
• Manage project lifecycle ensuring timely and quality deliverables.

Skills

Large-scale transformation programmes delivery

Client management skills

Digital transformation

Data analytics

Communication skills

Education

8+ years in insurance sector

Tools

Salesforce

Excel

PowerPoint

Job description

Job Overview

Step into a senior leadership role with PwC’s Insurance Consulting team as our Customer & Business Transformation Senior Manager in a hybrid work model. You will lead end‑to‑end programmes across underwriting, claims, policy administration and distribution, partnering with senior client executives to redesign operating models, elevate customer experience and deliver digital transformation at scale.

Key Responsibilities

• Develop a deep understanding of insurance industry operations, including underwriting, claims management, policy administration, actuarial functions and distribution channels, and leverage this knowledge to deliver impactful projects across strategy, operating model design, customer experience, digital transformation, process improvement and organizational change.
• Leverage PwC’s leading Insurance consulting services and global network to proactively identify and pursue opportunities to add value for clients across end‑to‑end insurance value chains.
• Apply advanced structured problem solving, business analysis, data analytics, design thinking and lean/agile methodologies to help insurers improve operational efficiency, increase customer satisfaction and drive profitable growth.
• Identify, analyse and recommend enhancements in insurer processes, systems and workforce capabilities to optimise performance and reduce costs.
• Gather and define detailed business requirements through in‑depth engagement with a broad range of insurance stakeholders, including actuaries, underwriters, claims teams, IT and distribution partners.
• Lead and motivate cross‑functional project teams, working closely with senior client executives and key stakeholders to ensure project objectives are met and programme governance is maintained.
• Manage all aspects of the project lifecycle from business case development through design, implementation and post‑deployment reviews, ensuring timely and quality deliverables.
• Communicate complex insurance and transformation concepts clearly and persuasively, tailoring messaging for diverse audiences including C‑suite executives, technical teams and client operational staff.
• Collaborate on shaping innovative insurance solutions addressing regulatory changes, digital disruption, changing customer expectations and emerging technology adoption.
• Foster strong relationships internally within PwC and externally with clients and key partners to support collaborative delivery and knowledge sharing.
• Stay up to date with the latest trends and regulatory developments affecting the insurance industry globally and regionally, integrating these insights into your consulting approach to deliver forward‑looking advice and solutions.

Skills and Attributes for Success

• Proven experience (8+ years) delivering large‑scale transformation programmes within the insurance sector (life, non‑life, re‑insurance or specialty lines) in a consulting environment.
• Strong understanding of insurance customer journeys with a clear perspective on improvement opportunities leveraging technology solutions (e.g., Salesforce).
• Strong background in insurance business operations, digital transformation, operational excellence or strategy consulting.
• Excellent client management skills with the ability to build trusted advisor relationships within complex insurance organisations.
• Outstanding verbal and written communication skills, with experience presenting at senior leadership and board levels.
• Deep understanding of current insurance market dynamics, regulatory environments and technology trends impacting the sector (e.g., InsurTech, AI, cloud).
• Ability to quickly establish credibility and influence diverse client stakeholders through professional expertise and solution‑oriented mindset.

Ideally, you will also have

• Strong capabilities in business process mapping, requirements elicitation, data analytics and solution design specific to insurance workflows.
• Experience facilitating workshops and leading teams to consensus and actionable outcomes.
• Proficiency in developing structured, impactful presentations using PowerPoint and advanced analytic skills using Excel or relevant insurance analytics tools.
• Certifications in Lean Six Sigma, Agile, PMI‑PMP or BCS Business Analysis are advantageous.
• Familiarity with insurance core systems and platforms (e.g., Salesforce, Guidewire) is a plus.

What We Look For

• A motivated professional passionate about leveraging consulting to drive meaningful change in the insurance sector.
• Someone who thrives in dynamic environments, tackling complex problems with creativity, enthusiasm and resilience.
• An effective team player who embraces PwC’s values:
• • Act with integrity – being honest, ethical and transparent in all business dealings and interactions.
  • Make a difference – striving to have a positive impact for clients, communities and each other.
  • Care – showing respect, empathy and support for colleagues, clients and broader communities.
  • Work together – collaborating effectively across teams, geographies and functions to create better outcomes.
  • Reimagine the possible – encouraging innovation, curiosity and continuous improvement to solve complex problems and unlock new potential.
• A continuous learner eager to grow their insurance industry expertise and consulting capabilities in a supportive and high‑performing environment.

Equal Opportunity and Accessibility

We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment.

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