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Manager | Customer Strategy & Transformation

PwC Australia - Melbourne, VIC

Executive & Strategic Management
Source: uWorkin


Line of Service

Not Applicable


Management Level

Job Description & Summary
With PwC, you’ll ignite a meaningful career while being supported by a flexible working culture, innovative learning and development opportunities and progressive policies and benefits, such as 18 weeks paid parental leave for mums, dads and foster carers (no minimum service!)

What will you create? 

You’ll help Australian businesses, not-for-profits and governments create value and improve the way they work. From digitising healthcare, to creating smarter cities and igniting our start-up industry, together we build trust in society and solve important problems.

Consulting brings this to life by helping clients improve the way they operate, reduce costs, manage risks, leverage talent, or fundamentally change the way they do business. Your work here will help organisations of all shapes and sizes work smarter and grow faster.

Due to high demand we are expanding our Citizen Centered Reform proposition and require an experienced Manager to join our Customer and Experience team in Melbourne.Become part of an energetic team that helps transform public services to be customer led, insight powered and digitally enabled. Your clients will be across the State and Federal government and public sector.

PwC is helping Australia’s public sector transform the way it serves citizens and businesses and the way it operates. Our transformation approach is based on bringing together specialists and perspectives across Business, Experience and Technology, using Human Centred Design techniques to understand the problem to be solved, and then implementing change using contemporary project delivery techniques such as Agile.

As a Manager in our Customer Strategy & Transformation team your impact will be seen by:

  • Managing Customer and Digital Transformation from strategy through to execution
  • Helping clients integrate customer experience, business processes and technology platforms
  • Opportunity to advance skills in customer insights, strategy, operations and technology
  • Working closely with craft specialists in experience design, digital delivery and data analytics
  • Focus on digital transformation in Government and Public Sector
  • Work together with leaders and specialists from across the firm and our clients to develop strategy, design solutions and execute short and long term programs.
  • Challenging business problems, supporting business development and being part of a team delivering customer focussed engagements across policy, service design, service delivery, technology delivery and outcome measurement.
  • Develop customer value propositions, acquire customer insights, design customer experience, digital enablement, operating model design, process simplification and channel optimisation.
  • Taking on leadership roles as part of combined client and PwC teams to deliver high impact, high complexity projects that drive meaningful innovation to our clients
  • Remaining abreast of trends, techniques and new technologies that could generate actionable, innovative, and creative initiatives
  • Developing yourself and others - your immediate capability team, your project team and your clients


About you

You have a broad background and will have an appreciation across Business, Experience and Technology domains and enjoy working with specialists in each of these domains to architect a program and orchestrate its delivery. As a Degree Qualified individual, you will have 4+ years experience at a large organisation or consulting firm, aligned to customer-led, insight powered, and digitally enabled transformation.

Intermediate capability in core consulting skills - problem identification, hypothesis based problem solving, layered slide report writing, workshop design and facilitation, quantitative analysis. Foundational capability in human centred design, agile delivery, storytelling techniques, financial report interpretation. Appreciation and ability to work with technical specialisms such as Customer Research, Service Design, Change Management, Service Operations, Customer Technology and Marketing and Communications.

Passionate about being at the forefront of change, you’re ready to help our Consulting team deliver practical advice that speaks straight to the heart of client business issues and deliver innovative results.

You’re collaborative and enjoy working in an innovative environment. You’re a problem solver by nature and want to join a firm that values the kind of people who reimagine the possible for their clients and stakeholders. Most importantly, you act with integrity and show care for the people you work with.

Life at PwC

Our culture and benefits are something we’re proud of, and also why we’re consistently named as one of Australia’s best workplaces. With PwC, you’ll belong to an inclusive community where differences are both embraced and the underlying driver in everything we create together.

We empower you with the technology, coaching, flexibility and trust needed to make a meaningful difference, while supporting you in bringing your whole self to work each day. We’re committed to building and maintaining a diverse workforce because we know it’s only by working together that we can realise the potential of our people, clients and society around us.

We’re living this commitment through initiatives including our Reconciliation Action Plan to increase Indigenous employment and employee-led diversity networks promoting cultural, disability, LGBTI and gender equality. At our core we’re a people business, which means you’ll be supported not just in your professional development but your personal growth as well.

Steph Alderton is the Recruitment Manager for the role. As the team experiences high volumes of applications, we appreciate your patience to allow for a timely and fair process for all.


Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Desired Languages (If blank, desired languages not specified)

Travel Requirements
Not Specified

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date
May 30, 2021

Melbourne, VIC

Executive & Strategic Management


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