PwC Customer Engagement/Service - Fin Svcs/Consumer Prod - Director in Kansas City, Missouri
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 60%
A career in our Customer Services Practice will provide you with the opportunity to help our clients strategize, automate, and redefine how we identify and engage customers to drive financial performance, customer growth, operational excellence, and improve customer engagement cross-industry. You’ll focus on assisting clients as they seek to transform their technology, processes, and operating models to deliver high quality customer transformations that contribute to our client’s strategic goals.
Our team focuses on utilizing a customer-first approach cross-industry, engaging consumers across their entire customer journey in order to deliver the high value at an optimized cost profile via ecosystem technology innovations and automation techniques. You’ll help leading companies increase speed and agility in delivering customer first transformations, bring new products to market, and engage customers in a differentiated way to increase top and bottom line value.
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 an authentic and inclusive leader, at all grades/levels and in all lines of service. 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 Director, 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:
Arrange appropriate assignments and experiences to support others' learning and development.
Seek out different ways to use current and relevant technological advances.
Analyse marketplace trends - economical, social, cultural, technological - to identify opportunities and create value propositions.
Deploy methods to keep up with, and stay ahead of, new developments and ideas.
Offer a global perspective in stakeholder discussions and when shaping solutions/recommendations.
Drive and take ownership for developing networks that help deliver what is best for stakeholders.
Proactively manage stakeholders to create positive outcomes for all parties.
Uphold the firm's code of ethics and business conduct.
Job Requirements and Preferences :
Basic Qualifications :
Minimum Degree Required :
Minimum Years of Experience :
Preferred Qualifications :
Preferred Knowledge/Skills :
Demonstrates thought leader-level abilities as a team leader with consulting expertise in the latest trends of service operations strategies and trends in contact center business and technical architectures, emphasizing the following areas:
Possessing knowledge with different sourcing models;
Leveraging to create more effective and efficient contact centers; and,
Possessing knowledge with contact center/customer care definition of strategy and operating models.
Demonstrates thought leader-level abilities with, and/or a proven record of success directing efforts, identifying and addressing client needs: communicating value propositions; managing resource requirements; preparing and coordinating complex written and verbal materials; managing project workflows and budgets.
Demonstrates proven expertise and successful interactions with senior management in client organizations, especially within services in the customer space, including an extensive proven record of building and sustaining client relationships using networking, negotiation and persuasion skills to identify potential new service opportunities. Proven success record performing within a managerial capacity at a consulting firm.
Demonstrates thought leader-level abilities as a team leader directing teams, identifying and addressing client needs, preparing and presenting complex written and verbal materials, and defining resource requirements. Including the following:
Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;
Leveraging industry knowledge and analytical skills, especially as it relates to project management and project facilitation;
Leading and/or facilitating teams and develop client proposals, leveraging extensive business development and relationship management know-how;
Identifying and addressing client needs: developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities; preparing and presenting complex written and verbal materials; and defining resource requirements, project workflow, budgets, billing and collection;
Leading teams to generate a vision, establish direction and motivate members, create an atmosphere of trust, leverage diverse views, coach staff, and encourage improvement and innovation;
Leveraging business transformation skills with a track record of successful change enablement with quantifiable results;
Utilizing analytical skills with the ability to translate complex problems into simple and actionable tasks;
Collaborating closely with CIC leadership and sectors to drive revenue into existing client bases;
Collaborating with change consulting partners, technology consulting and others to deliver full lifecycle projects across our client base; and,
Building and sustaining extensive client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities ideally in the $2-4 million range annually.
At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.
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.
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.
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisorydirector.