Insurance Transformation & Customer Experience Lead

PwC South Africa; Dublin; Hybrid; Confidential; Full time

Benefits offered by this job

Competitive compensation package

Flexible working arrangements

Wellness programs

Job summary

PwC Ireland is seeking a Customer and Business Transformation Senior Manager to lead end-to-end insurance programmes in a hybrid work model. You will guide operating model redesign, customer experience improvements, and digital transformation across underwriting, claims, policy administration and distribution.

You will mentor cross-functional teams, engage with senior executives, and apply problem solving, design thinking and Lean/Agile methodologies to deliver measurable efficiency and growth

Qualifications

• 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 and opportunities to leverage technology solutions (e.g., Salesforce).
• Proven track record in insurance operations, digital transformation, and strategy consulting; excellent client management and presentation skills.

Responsibilities

• Lead end-to-end transformation programmes across underwriting, claims, policy administration and distribution.
• Partner with senior client executives to redesign operating models and deliver digital transformation at scale.
• Apply structured problem solving, data analytics, and lean/agile methods to improve efficiency and customer experience.
• Manage project lifecycle from business case through design, implementation and post‑deployment reviews.
• Foster trusted advisor relationships and guide cross-functional teams across PwC's network.

Skills

Insurance industry knowledge

Program management

Stakeholder management

Leadership

Strategic thinking

Regulatory knowledge

Digital transformation

Lean/Agile methods

Education

Bachelor's degree in a relevant field

Tools

Salesforce

Guidewire

Excel

Lean Six Sigma

Agile

Job description

PwC Ireland is seeking a Customer and Business Transformation Senior Manager to lead end-to-end insurance programmes in a hybrid work model. You will guide operating model redesign, customer experience improvements, and digital transformation across underwriting, claims, policy administration and distribution.

You will mentor cross-functional teams, engage with senior executives, and apply problem solving, design thinking and Lean/Agile methodologies to deliver measurable efficiency and growth