Customer Transformation Manager – Government and Public Sector
PwC · London
About the role:
At PwC, our Customer team helps public sector clients improve how people access and experience public services. We bring together service design, customer operations, digital channels, contact centres and case management. Our aim is to help organisations deliver better outcomes for citizens, patients, residents, service users and communities, while also improving efficiency and employee experience.
Our work is practical and delivery focused. We help clients redesign service access, improve customer journeys, modernise contact centres and customer operations, strengthen operating models, simplify processes, and make better use of digital, data, automation and AI. In the public sector, this could include resident experience, patient access, benefits and housing services, regulatory services, grants and funding, charity supporter journeys, or cross-government digital services.
This role would suit a strong customer consulting professional, or an experienced public sector transformation professional. You will be comfortable working in different client contexts, bringing structure to complex service challenges, and helping organisations improve outcomes for the people and communities they serve.
What your days will look like:
As a Manager in this team, you will help deliver client engagements and develop our people. You will lead workstreams or small project teams across customer-led transformation engagements, manage day-to-day client relationships, coach junior colleagues, and take ownership of the quality of your work.
You will help clients diagnose issues, identify opportunities, design practical solutions and support delivery. This may include analysing citizen, patient, resident or service-user journeys; reviewing operating models, processes, data and technology; facilitating workshops; developing recommendations; and producing client-ready materials.
You will support the design and delivery of practical solutions across service excellence, customer operations, contact centre transformation, case management, field service improvement, customer journeys, operating model design, process optimisation, digital enablement, data, automation, AI and technology-enabled change.
You will also help grow the practice through proposals, credentials, client conversations and proposition development. You will work closely with teams across PwC, including sector specialists, technology specialists, data teams, operations specialists, alliances and delivery centres.
You will demonstrate inclusive leadership, integrity and professional judgement, and role model PwC’s values in how you work with clients, teams and stakeholders.
This role is for you if you have:
Experience delivering customer-led or service transformation work across one or more areas, such as customer experience, citizen or service-user journeys, contact centre or customer operations, operating model design, process improvement, digital enablement, case management or technology-enabled change. Experience in or with public sector organisations, including local government, health, charities, arm’s-length bodies or central government, would be particularly relevant.
Practical understanding of customer and service technologies. This may include CRM, case management, contact centre platforms, digital channels, portals, self-service, workflow, automation, integration and customer data solutions. You should understand how these technologies can improve service access, operational effectiveness and citizen experience.
Strong consulting skills, including problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.
Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.
Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning. Experience supporting public sector bids, frameworks, business cases, funding cases or procurement processes would be valuable.
Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive, inclusive team environment
What you’ll receive from us:
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.