Director of Customer Analytics & Experience Strategy

PwC South Africa; New York (NY); On-site; Confidential; Full time

Job summary

PwC in New York seeks a Front Office Strategy Consulting - Customer Analytics - Director to lead customer-experience initiatives and guide growth. You will analyze client needs, craft customer-centric solutions, and direct business development while maintaining executive client relations.

The role focuses on journey mapping, segmentation, and leveraging digital tools to boost loyalty. The Director sets strategic direction, mentors leaders, and collaborates across the PwC Network to scale client

Qualifications

• At least a Bachelor's degree.
• At least 9 years of experience.

Responsibilities

• Leading strategic initiatives to enhance customer experience and drive business growth
• Analyzing customer touchpoints and designing customer journey maps to create seamless experiences
• Developing customer-centric solutions that improve satisfaction, loyalty, and advocacy
• Overseeing multiple projects and maintaining executive-level client relations
• Translating vision into actionable strategies and inspiring teams to achieve goals
• Promoting technological advances and fostering environments where people and technology thrive together
• Identifying market gaps and converting opportunities into successful outcomes for the firm
• Mentoring and guiding the next generation of leaders in customer analytics and strategy
• Collaborating across the PwC Network to maximize client satisfaction and scale efficiencies
• Driving thought leadership by developing new ideas, solutions, and structures

Skills

CX design

AI fluency

Journey analysis

Segmentation

CRM strategy

Process improvement

Digital tooling

Leadership

Education

Bachelor's degree

Job description

PwC in New York seeks a Front Office Strategy Consulting - Customer Analytics - Director to lead customer-experience initiatives and guide growth. You will analyze client needs, craft customer-centric solutions, and direct business development while maintaining executive client relations.

The role focuses on journey mapping, segmentation, and leveraging digital tools to boost loyalty. The Director sets strategic direction, mentors leaders, and collaborates across the PwC Network to scale client