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PwC Customer Service Training Strategy, Director in Minneapolis, Minnesota

Specialty/Competency: Customer

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 :

Bachelor Degree

Minimum Years of Experience :

7 year(s)

Preferred Qualifications :

Preferred Knowledge/Skills :

Demonstrates knowledge of, and/or success in operations roles within a professional services firm or corporate environment, helping companies to identify, clarify & resolve complex issues critical to their strategic & operating success. Demonstrates knowledge of one or more of the following areas: operations strategy, supply chain strategy/management, supply chain diagnostics, manufacturing strategy, network optimization, logistics/distribution, S&OP/ planning, Operations/ Supply Chain performance improvement, inventory management, complexity management, and/or sourcing. Demonstrates knowledge of industry/market trends in order to develop insights & provide recommendations. Knowledgeable about the role of social, environmental & personal factors that influence daily consumer decision-making; and experienced in applying that knowledge to increase consumer engagement. Skilled in helping organizations to design, implement & evaluate interventions that drive behavior change in the real world. Domain knowledge should include:

  • Applied behavioral science theory: including habit formation, leading theories of behavior modification in the context of health & wellness & behavioral economics;

  • Applied analytics for understanding & predicting behaviors: Familiarity with common data sources & analytical techniques to quantify social barriers to healthy behavior & longer term health outcomes, at a population & individual level; and,

  • Industry landscape: Knowledge of current behavior modification landscape, with specific expertise at the intersection of data science & behavioral science in health.

The ideal candidate should have working knowledge or experience in:

  • Improving the consumer experience, with the ability to connect improved experience to improved engagement, behavioral & financial outcomes through initiatives associated with Payor front or middle office functions; including marketing, sales, consumer experience, medical management, or quality improvement;

  • Integrating digital tools in marketing, patient engagement or care management workflows;

  • Integrating social resource locators in patient engagement or care management workflows to support effectiveness of care programs;

  • Synthesizing analytics, medical literature reviews, expert interviews, observations & pilot data to confirm overall opportunity size, target population & specific clinical opportunities;

  • Building proven partnerships & collaborating across the enterprise with senior leaders from sales & marketing, product development, clinical services, operations, technology & analytics;

  • Using critical thinking skills to define opportunities & develop recommendations that are in support of the project objectives;

  • Defining & owning business requirements for projects;

  • Partnering with leaders & stakeholders to design a sound workflow solution;

  • Designing & implementing pilot programs to test products/features;

  • Monitoring & evaluating test results & presenting findings/recommendations for path forward;

  • Identifying, defining & communicating challenges, opportunities, risks & issues while developing recommendations to address those challenges, realize value, and mitigate risks & issues; and,

  • Understanding of how to drive value in clinical use cases using technology driven transformations.

Demonstrates a high level of leadership, strategic/creative thinking, problem solving, initiative & the following abilities:

  • Leading teams to generate a vision & creating an atmosphere of trust, leveraging diverse views & encouraging improvement/innovation;

  • Building productive & collaborative relationships with team members & proactively providing & seeking guidance, clarification & feedback;

  • Leading a team to a successful project conclusion through problem solving operations issues;

  • Managing the planning, organizing & delivery of operations tasks/projects, overseeing independent analyses & ensuring the quality of client deliverables;

  • Identifying & addressing client needs: building, maintaining & utilizing networks of client relationships; and,

  • Leveraging quantitative analyses to construct analytical frameworks & synthesize complex data into meaningful insights.

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.

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