PwC Health Industries - Customer Experience Consultant, Senior Associate in Los Angeles, California
Industry/Sector: Pharma and Life Sciences
Time Type: Full time
Government Clearance Required: No
Available for Work Sponsorship: Yes
Travel Requirements: Up to 60%
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 :
Minimum Years of Experience :
Preferred Qualifications :
Preferred Knowledge/Skills :
Demonstrates a thorough level of abilities with, and/or a proven record of success as both an individual contributor and team member, identifying and addressing client needs
Conducting Voice of the Customer Analysis, both qualitative and quantitative (surveys, analytics, ethnographic studies and customer journey mapping);
Supporting patient journey maps and building enriched patient experiences;
Helping to commercialize biopharma drug products, medical devices and digital solutions;
Applying project management skills to large, transformational initiatives;
Understanding market access, pricing & contracting trends in the U.S. and globally;
Applying human centered and Agile principles to Customer Engagement initiatives'
Demonstrating knowledge of general U.S. healthcare trends and knowledge of oncology, specialty and rare disease therapeutic areas;
Analyzing customer economics, business performance and cost to serve;
Conducting customer segmentations and segmentation strategies to include utilization of socioeconomic, behavioral or attitudinal, and wants-and-needs based techniques;
Developing customer-centric operating models to include Customer Experience Design;
Demonstrates expertise in writing and visual communications abilities, leveraging communications between writing and visual to articulate presentations and reporting; and,
Demonstrating proven thorough project management abilities, including the following areas to include 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.
For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisoryseniorassociate .
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.