Customer Consulting | Director | Advisory | Dublin/Cork


Line of Service




Management Level


Job Description & Summary

A career within Customer Consulting will provide you with the opportunity to help our clients design customer strategies that address the customers’ underlying needs and desired outcomes. We help build bridges between digital and analog mediums, delivering personal and contextual experiences powered by technology and analytics, and driving the total experience by engaging the customer, product, partner, and employee experiences.

PwC’s Customer Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our clients to design and deliver impactful experiences for their customers and to create value for society.
Our Customer practice is central to our Customer Led Transformation offering, sitting at the intersection of business strategy, experience design, and digital technology.

We help our clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, their customer and employee experience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus on transformation across all areas of our client’s businesses that interact with the customer/client including marketing, sales and service.

In order to meet the market opportunity in our existing client opportunities and to support growth into new clients, we are looking to expand at the Director level.

This is an exciting opportunity to join us as we embark on the next phase of our growth journey.

We are looking for individuals with a strong consulting background who have experience of successfully transforming the customer and front office functions of organisations to help us continue our strong growth trajectory.

You will have a strong point of view on customer and digital trends and their impact on organisations.  You will have experience of successfully shaping compelling proposals for clients, architecting and then leading delivery across the end to end project lifecycle from strategy to execution.

We expect domain expertise across customer facing operations (e.g. Marketing, Sales and Service) and experience across:

  • Customer strategy and experience design

  • Customer journey and service model design

  • Front office operating model design and implementation

  • Front office process design and implementation

  • End to end digital transformation 

You will be able to demonstrate how you have helped your clients to deliver tangible results. 

Key Responsibilities

  • Drive the selling of Customer Led Transformation to our client base

  • Provide leadership to the safe and commercially sound delivery of Customer Led Transformation programmes, particularly those delivering new customer facing services or propositions

  • Go-to-market planning, account target plans and deal origination for priority clients and work with marketing teams to ensure there is full support for go-to-market plans

  • Shaping and taking to market new propositions which reflect leading thinking in customer experience and customer led change

  • Delivery oversight, including management of delivery teams including Operating model change, Customer Experience design and Technology delivery

  • Senior client stakeholder management and commercial management experience in complex consulting engagements

Lead the overall development and growth of our practice through:

  • Leading the recruitment and training of the team

  • Managing and leading other team members

  • Enhancing our delivery assets and methodologies

  • Developing internal relationships and your PwC brand 

Skills & Experience

You have experience in delivering digitally enabled transformation programmes within B2C or B2B organisations which demonstrate tangible benefits: 

  • Transforming front office capabilities to improve Customer & Employee Experience

  • Transforming Operating models to better align to customers and improve ways of working

  • Increase Customer loyalty and spend, whilst also reducing cost to serve

  • Enhancing Digital capabilities by leveraging next generation technologies

  • Improve the visibility and knowledge about customers through advanced analytics

  • Help organisations capture and process customer feedback and improve end to end customer experience

  • Experience working with organisations across the following sectors;

    • Technology Media and Telecoms

    • Utilities

    • Financial Services

    • Government

  • A people centric mindset, with a passion for designing and delivering compelling experiences for customers and employees

  • An inspiring team leader, able to rapidly establish and lead high-performing, multi-disciplinary teams, drawn from across PwC, our clients’ staff and third party organisations

  • Strong consulting experience with core consulting skill-set

  • Evidence of delivering demonstrable benefits to clients

  • Demonstrate willingness to develop others both on and outside of client engagements

  • You will have experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations

  • You will have experience of building sustainable senior client relationships and be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional

  • You will have a track record of building and developing high performing teams.  With experience of delivering across multiple workstreams

  • You will have a sound understanding of customer and emerging technologies and their applications to improve customer and employee experiences

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date

Job information

Firm: PwC

Location: Dublin



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