Director – Experience & Marketing, Sales, Service & Marketing in London

Line of Service

Advisory

Industry/Sector

Banking and Capital Markets

Specialism

Customer

Management Level

Director

Job Description & Summary

At PwC, our Sales, Service & Marketing practice sits within our Customer Service Excellence team (CSX) and helps organisations create differentiated customer experiences by bringing together strategy, creativity, data and technology. We partner with leading organisations to transform their marketing functions, customer engagement models and technology ecosystems to deliver measurable commercial outcomes.
We're looking for a director to lead the growth of our Experience & Marketing capability. This is a hybrid sales and delivery leadership role, combining commercial leadership, proposition development and the successful delivery of complex transformation programme.

As a Director within PwC's Sales, Service & Marketing practice in CSX, you will play a pivotal role in shaping and growing our Marketing proposition. You will be responsible for developing client relationships, expanding strategic alliances and leading the delivery of large-scale marketing transformation programmes.

As organisations increasingly adopt AI-powered and agentic operating models, this role will help clients reimagine how marketing functions are designed, operated and measured, leveraging data, automation, generative AI and autonomous agents to deliver more personalised, efficient and measurable outcomes.

Whilst primarily focused on marketing transformation, the role will also support broader customer experience and customer-led change initiatives where marketing acts as a key enabler of end-to-end customer transformation.

What your days will look like:

You will be responsible for leading the proposition development of marketing, driving commercial growth through:

• Collaborating with our key alliances (Salesforce, Adobe, Microsoft) and emerging AI ecosystem partners.

• Collaborating across Lines of Service to expand the value of current accounts where there is an existing or potential marketing, customer engagement or broader customer transformation opportunity.

• Responsible for the management of the Marketing practice and building marketing capabilities within the newly defined organisational structure in CSX and our delivery centres. This includes strengthening capabilities across marketing strategy, marketing technology, AI-enabled marketing operations and adjacent customer experience disciplines.

• Delivery of strategic Marketing transformation programmes, including those involving significant AI adoption, organisational change and complex technology ecosystems, whilst supporting wider customer experience transformation.

This role is for you if:

• Have extensive marketing transformation experience within a large consulting firm with experience of working internationally, having gained an understanding of how marketing contributes to broader customer experience and customer-led transformation.

• Deep focus on marketing strategy, marketing technology, systems and processes, customer data and AI-enabled marketing capabilities, alongside related areas of customer experience transformation.

• Thought leader in marketing transformation, marketing technology strategy and delivery, and the application of Generative AI and Agentic AI to marketing and customer engagement; viewed by clients as an expert who they turn to for help and advice.

• Help clients define and implement AI-enabled marketing operating models, embedding automation, generative AI and agentic capabilities to improve effectiveness, efficiency and customer outcomes.

• Confidence working across sector verticals - from banking and insurance to non-profits - to promote and deliver client impact across the clusters with a focus on Private.

• Manage and deliver large projects by developing the project team, assessing engagement risks throughout, driving conclusions, and reviewing / challenging the output produced by the team.

• Excellent client handling skills with experience of leading external client projects and/ or large-scale strategy and operations change programmes.

• Strong change and people leadership skills, track record of successful change execution and an exemplary track record in providing client satisfaction as well as being a strong team player.

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.

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)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Coaching and Feedback, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, E-Commerce, Embracing Change {+ 29 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 60%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

Yes

Job Posting End Date