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PwC Customer Consulting - Senior Associate (FS) in Chicago, Illinois

Specialty/Competency: Customer

Industry/Sector: FS X-Sector

Time Type: Full time

Government Clearance Required: No

Available for Work Sponsorship: Yes

Travel Requirements: Up to 80%

A career in our Customer Experience practice, within Customer Consulting services, 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. Our team focuses on defining the desired customer experience through customer and market insight, aligning customer service channels with overall growth objectives, leveraging people and technology to establish a infrastructure that supports service strategy, and identifying and resolving billing and other performance issues that lead to customer dissatisfaction.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Use feedback and reflection to develop self awareness, personal strengths and address development areas.

  • Delegate to others to provide stretch opportunities, coaching them to deliver results.

  • Demonstrate critical thinking and the ability to bring order to unstructured problems.

  • Use a broad range of tools and techniques to extract insights from current industry or sector trends.

  • Review your work and that of others for quality, accuracy and relevance.

  • Know how and when to use tools available for a given situation and can explain the reasons for this choice.

  • Seek and embrace opportunities which give exposure to different situations, environments and perspectives.

  • Use straightforward communication, in a structured way, when influencing and connecting with others.

  • Able to read situations and modify behavior to build quality relationships.

  • Uphold the firm's code of ethics and business conduct.

Job Requirements and Preferences :

Basic Qualifications :

Minimum Degree Required :

Bachelor Degree

Minimum Years of Experience :

4 year(s)

Preferred Qualifications :

Preferred Knowledge/Skills :

Demonstrates proven industry and consulting expertise in the following areas:

  • Conducting Voice of the Customer Analysis, both qualitative and quantitative (surveys, analytics, ethnographic studies and customer journey mapping);

  • Determining adoption rates, price elasticity and major drivers of retention for customers;

  • Analyzing customer economics, business performance and cost to serve;

  • Defining customer needs and purchase behaviors;

  • Conducting customer segmentations and segmentation strategies to include utilization of socioeconomic, behavioral or attitudinal, and wants-and-needs based techniques;

  • Performing capability gap analyses and other-related customer-facing capabilities;

  • Developing customer-centric operating models to include Customer Experience Design;

  • Understanding customer trends in the B2B and B2C space, as well as across industries;

  • Demonstrates expertise in writing and visual communications abilities, leveraging communications between writing and visual to articulate presentations and reporting; Prior experience in a consulting role within a managerial capacity.

Demonstrates proven thorough project management abilities, including the following:

  • Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management, including utilizing MS PowerPoint and Adobe Creative Suite;

  • Developing mobile applications for a payer or provider.

Generalized understanding of the mobile device ecosystem of healthcare related products (ex: the FitBit, Fuelband, etc.) is preferred;

  • Analysis and understanding of Behavioral Psychology as it pertains to driving adoption of new offerings and how the specific economic implications of those adoptions play out;

  • Sales Funnel optimization, including strategic account management, channel strategy, sales force design, online/sales force complementation and consultative sales techniques;

  • CAHPS score and/or STARS score analysis.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

201617

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