Customer Experience Strategy Lead

PwC; Seattle (WA); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Paid time off

Job summary

PwC is seeking a Service & Support Strategy Manager to drive customer-centric initiatives within the Customer Consulting practice. You will analyze client needs, design customer journeys, and lead teams to deliver value, coaching members to maximize performance, and steering projects from planning through completion.

The role emphasizes leadership, strategic thinking, and the application of technology to improve service delivery, with a focus on customer experience and growth for our clients.

Qualifications

• Bachelor's degree required.
• 5+ years of experience.
• Experience in CX strategy and customer journey analysis preferred.

Responsibilities

• Analyze client needs to develop customer-centric solutions that enhance customer experience.
• Design customer journey maps to create seamless and personalized experiences.
• Lead teams in strategic planning and execution of customer-related initiatives.
• Utilize analytical thinking to identify opportunities for business growth.
• Manage customer data to improve engagement and retention strategies.
• Develop and implement customer satisfaction surveys to gather actionable insights.
• Collaborate with team leadership to maintain quality and meet client expectations.
• Mentor team members to leverage their 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 all client interactions.

Skills

CX Strategy

Customer Journey Analysis

AI-Human Collaboration

CRM & Retention

Data Management

Customer Segmentation

Digital Tooling

Analytical Thinking

Leadership & Mentoring

Education

Bachelor's degree

Bachelor's degree in related field

Job description

PwC is seeking a Service & Support Strategy Manager to drive customer-centric initiatives within the Customer Consulting practice. You will analyze client needs, design customer journeys, and lead teams to deliver value, coaching members to maximize performance, and steering projects from planning through completion.

The role emphasizes leadership, strategic thinking, and the application of technology to improve service delivery, with a focus on customer experience and growth for our clients.