Customer Experience Strategy Lead

PwC; New York (NY); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Holiday pay

Vacation

Sick leave

Personal leave

Job summary

PwC is seeking a Service & Support Strategy Manager to shape customer-focused strategies within the Customer Consulting practice in New York. You will lead teams, map customer journeys, and drive initiatives that enhance experiences and fuel growth, while coaching staff and upholding standards.

You will analyze needs, design solutions, and guide delivery with integrity and innovation, ensuring projects are planned, budgeted, and completed successfully.

Qualifications

• At least a Bachelor's degree.
• At least 5 years of experience.
• Expertise in CX strategy and journey analysis.
• Experience with AI-human collaboration for customer engagement.
• Strong CRM and retention strategy skills.
• Data-driven approach to business growth.

Responsibilities

• Analyze client needs to develop customer-centric solutions.
• Design customer journey maps for seamless, personalized experiences.
• Lead teams in strategic planning and execution of customer initiatives.
• Identify opportunities for business growth through data-driven insights.
• Manage customer data to improve engagement and retention strategies.
• Develop and implement customer satisfaction surveys for actionable insights.
• Collaborate with leadership to maintain quality and meet client expectations.
• Mentor team members to leverage strengths and improve performance.
• Embrace technology and innovation to enhance service delivery.
• Address conflicts and engage in critical conversations with stakeholders.
• Uphold professional and technical standards in client interactions.

Skills

CX strategy

Customer journey analysis

AI-Human collaboration

CRM & retention

Data management

Education

Bachelor's degree

Job description

PwC is seeking a Service & Support Strategy Manager to shape customer-focused strategies within the Customer Consulting practice in New York. You will lead teams, map customer journeys, and drive initiatives that enhance experiences and fuel growth, while coaching staff and upholding standards.

You will analyze needs, design solutions, and guide delivery with integrity and innovation, ensuring projects are planned, budgeted, and completed successfully.