Front Office Strategy Consulting - Service & Support Strategy Manager

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

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

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

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.