Director of Customer Analytics & Front-Office Strategy

PwC; Charlotte (NC); On-site; USD 155,000 - 410,000; Full time

Job summary

PwC in the United States seeks a Front Office Strategy Consulting - Customer Analytics - Director to lead initiatives that enhance customer experiences and drive business growth. You will guide client engagements, shape strategy, and mentor teams while maintaining executive-level relations across projects.

In this role you will analyze customer touchpoints, design journey maps, and develop customer-centric solutions that boost satisfaction and loyalty, aligning PwC's quality and integrity with

Qualifications

• Bachelor's degree required.
• 9+ years of experience required.
• Preferred fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications.
• Demonstrates AI fluency and AI-human collaboration.
• Utilizes customer experience (CX) design and strategy.
• Excels in customer journey analysis and segmentation.
• Leads customer relationship management and retention strategies.
• Innovates through business process improvement and digital tooling.
• Promotes creativity and strategic questioning in problem-solving.

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

AI fluency

CX design

Customer journey analysis

Leadership

Education

Bachelor's degree

Job description

PwC in the United States seeks a Front Office Strategy Consulting - Customer Analytics - Director to lead initiatives that enhance customer experiences and drive business growth. You will guide client engagements, shape strategy, and mentor teams while maintaining executive-level relations across projects.

In this role you will analyze customer touchpoints, design journey maps, and develop customer-centric solutions that boost satisfaction and loyalty, aligning PwC's quality and integrity with