Front Office Strategy Consulting - Service & Support Strategy Manager

PwC; Chicago (IL); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid time off

Job summary

PwC in Chicago is seeking a Service & Support Strategy Manager to lead customer-centric initiatives and drive growth within our Customer Consulting practice. You will analyze client needs, design journeys, and guide teams to deliver high-quality results with integrity and authentic leadership.

The role emphasizes leveraging technology, mentoring staff, and delivering seamless, personalized customer experiences while managing projects from planning to completion. Travel up to 60% is required.

Qualifications

• Bachelor's degree required.
• At least 5 years of experience in related fields.

Responsibilities

• Analyze client needs to develop customer-centric solutions.
• Design customer journey maps for seamless experiences.
• Lead teams in planning and executing customer initiatives.
• Mentor team members to improve performance.
• Identify opportunities to drive business growth.
• Manage customer data to enhance engagement and retention.
• Address conflicts and uphold professional standards.

Skills

CX Strategy

Customer Journey Analysis

AI-Human Collaboration

CRM & Retention

Analytical Thinking

Digital Tooling

Customer Data Management

Customer Segmentation

Education

Bachelor's degree

Job description

Industry/Sector Not Applicable Specialism Customer Management Level Manager Job Description & Summary The Opportunity

As a Service & Support Strategy Manager, you will play a pivotal role in our Customer Consulting practice, focusing on customer-related strategies and initiatives. You will analyze client needs, develop customer-centric solutions, and provide guidance to enhance customer experiences and drive business growth.

Within our Strategy practice, you will leverage your skills to design customer journey maps and create seamless, personalized experiences that foster satisfaction and loyalty.

As a Manager, you will enhance your leadership style by motivating and developing your team to deliver quality results. You are responsible for coaching and leveraging team members' strengths to meet client expectations.

With your growing business acumen, you will identify opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, articulating our purpose and values meaningfully.

Embracing technology and innovation, you will enhance delivery and encourage others to do the same.

In this role, you will take ownership of projects, confirming their successful planning, budgeting, execution, and completion.

You will address conflicts, engage in challenging conversations, and uphold professional standards, contributing to the firm's broader business strategies.

Responsibilities

• Analyzing client needs to develop customer-centric solutions that enhance customer experience
• Designing customer journey maps to create seamless and personalized experiences
• Leading teams in strategic planning and execution of customer-related initiatives
• Utilizing analytical thinking to identify opportunities for business growth
• Managing customer data to improve engagement and retention strategies
• Developing and implementing customer satisfaction surveys to gather actionable insights
• Collaborating with team leadership to maintain quality and meet client expectations
• Mentoring team members to leverage their strengths and improve performance
• Embracing technology and innovation to enhance service delivery
• Addressing conflicts and engaging in critical conversations with stakeholders
• Upholding professional and technical standards in all client interactions

What You Must Have

• At least a Bachelor's degree
• At least 5 years of experience

What Sets You Apart

• Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
• Demonstrating proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
• Utilizing AI-Human Collaboration to enhance customer engagement
• Excelling in Customer Relationship Management and Customer Retention strategies
• Leveraging Analytical Thinking for Business Process Improvement
• Embracing Digital Tooling for innovative service delivery
• Developing skills in Customer Data Management (CDM) and Customer Segmentation

Travel Requirements

Up to 60%

Salary and Benefits

• The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.
• All hired individuals are eligible for an annual discretionary bonus.
• PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

Equal Opportunity Statement

As PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Other Information

To view other PwC job opportunities, visit pwc.com/careers. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially at PwC. Here, you can uncover hidden talents, build lifelong relationships rooted in trust and empathy and turn challenges into opportunities for innovation. We’ll help you grow your skills through challenging, meaningful work so you can go further.