At a Glance
- Tasks: Lead and innovate Client Experience initiatives to enhance client engagement and satisfaction.
- Company: Join PwC, a leader in professional services with a commitment to exceptional client experiences.
- Benefits: Enjoy flexible working, private medical cover, and generous volunteering days.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Shape the future of client relationships and make a real impact in a dynamic environment.
- Qualifications: Proven experience in leading Client Experience programmes and engaging with senior clients.
The predicted salary is between 75600 - 92400 £ per year.
About the role: We are seeking a Client Experience leader to bring PwC’s firmwide Client Experience vision to life for our clients and across the firm. This role will lead a multidisciplinary team across Client Listening and Buyer Engagement, helping to deliver a connected, insight-led and distinctive client experience that differentiates the firm. This is a unique opportunity to design, deliver and embed Client Experience at the heart of Customer Success and the customer journey. Reporting to the Head of Customer Success, you will translate the Client Experience vision into practical plans, milestones, and measurable outcomes. You will create experience principles and customer service expectations that enhance engagement with priority clients and senior buyers. By driving a customer-centric approach and fostering collaboration across teams, you will play a key role in shaping how PwC creates value and strengthens client relationships.
What your days will look like:
- Lead and embed the Client Experience agenda, translating the firmwide vision into clear priorities, measurable outcomes and consistent ways of working that enhance the experience of all clients.
- Collaborate with stakeholders across the Priority Client Programme to design and embed clear, consistent expectations for customer service and experience, both within the business and in how we engage with clients.
- Build and lead the Client Experience capability, providing leadership across Client Listening, Client Insight and Buyer Engagement, while creating alignment, focus and operational excellence across Customer Success.
- Lead the Client Insight team to turn the voice of the client into action, increasing the volume, quality and value of client feedback and translating insight into meaningful interventions and improvements.
- Use client insight to identify and shape the moments that matter most, ensuring they are designed and delivered with the voice of the client at their heart.
- Lead the development of strategic buyer programmes, using insight into evolving buying trends, behaviours and shifting buyer-group dynamics to shape relevant networks, engagement and experiences.
- Build greater compatibility between the firm and key buyers, creating stronger connections and fostering sustainable, valuable relationships over time.
- Act as the voice and conscience of the client across Customer Success, ensuring client needs, expectations and feedback remain central to programme priorities and decision-making.
- Provide Client Experience SME leadership across wider programmes and initiatives that impact the end-to-end client journey.
- Shape exceptional experiences for all our clients, collaborating across the business to embed consistent standards, best practice and insight-led ways of working throughout the client journey.
- Use client and buyer insight, relationship intelligence and data to identify opportunities, measure success and continuously improve the experiences that strengthen client relationships and deliver meaningful business impact.
This role is for you if:
- You have significant experience leading Client or Customer Experience initiatives within a large B2B, professional services, financial services, technology or enterprise environment.
- You have successfully delivered Client Experience programmes, frameworks, operating models or capabilities at scale, driving measurable business impact.
- You bring strong expertise in journey design, client listening, Voice of the Customer and experience measurement, with a focus on continuous improvement.
- You bring strong client-facing experience and confidence engaging with senior clients and buyers, with a deep understanding of the client buying journey and the critical moments where engagement and experience can have the greatest influence on buyer perceptions, decisions and relationships.
- You combine commercial acumen with a clear understanding of how exceptional client experiences strengthen relationships, loyalty and growth.
- You are confident influencing senior stakeholders, translating strategic priorities into clear delivery plans and leading high-performing, inclusive teams.
- You are a highly effective collaborator and communicator, able to engage, align and bring people with you across teams and stakeholder groups.
- You have a strong track record of working through others and alongside peers to navigate complexity, build alignment and deliver significant cross-functional programmes and initiatives.
- You can leverage client feedback, buyer insights, relationship intelligence, Salesforce data and qualitative research to shape strategy, identify opportunities and drive meaningful change.
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.
Director of Client Experience - (12-month FTC) in London employer: PricewaterhouseCoopers
As a Senior Associate in our Client Assets (CASS) specialist audit team, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our Leeds, Birmingham, and London offices foster a collaborative culture where you can enhance your skills while working on complex audits for prestigious Banking & Capital Markets clients. With a strong commitment to professional development and a focus on work-life balance, we offer an excellent platform for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Client Experience - (12-month FTC) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like PricewaterhouseCoopers.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like PricewaterhouseCoopers. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Director of Client Experience - (12-month FTC) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to PricewaterhouseCoopers.
How to prepare for a job interview at PricewaterhouseCoopers
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in PricewaterhouseCoopers's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services PricewaterhouseCoopers offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
