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PwC TMT Customer Sr. Manager in Washington, District Of Columbia

Line of Service: Advisory

Specialty/Competency: Customer

Industry/Sector: TMT 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 Manager, 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:

  • Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.

  • Deal effectively with ambiguous and unstructured problems and situations.

  • Initiate open and candid coaching conversations at all levels.

  • Move easily between big picture thinking and managing relevant detail.

  • Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.

  • Contribute technical knowledge in area of specialism.

  • Contribute to an environment where people and technology thrive together to accomplish more than they could apart.

  • Navigate the complexities of cross-border and/or diverse teams and engagements.

  • Initiate and lead open conversations with teams, clients and stakeholders to build trust.

  • 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 intimate abilities and/or a proven record of success in industry consulting knowledge 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;

  • Performing statistical analyses, including various regression techniques, and segmentation using varying techniques, such as clustering analyses;

  • Developing and implementing Go To Market models, including channel mix and partnerships, product and service bundling, sales organization models and value propositions;

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

  • Demonstrates specialization of pricing and profitability strategy emphasizing an intimate track record of managing large scale projects that involve thinking critically about the business model and processes, and articulating a vision for the future of the business through thought leadership;

  • Demonstrates specialization 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 intimate abilities and/or a proven record of success in the following areas:

  • 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, especially with biometric sensors and a generalized understanding of the mobile device ecosystem of healthcare related products (ex: the FitBit, Fuelband, etc.);

  • 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;

  • Human-Centered Design and/or Information Architecture skills, including qualitative analysis techniques (i.e. journey mapping, ethnographic and contextual observations); quantitative techniques (i.e. traditional survey design, conjoint analysis and/or experiment design); and basic application of agile development techniques for process, product and service design.

  • 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.

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.

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