At a Glance
- Tasks: Lead and enhance the Client Experience agenda, driving engagement with priority clients.
- Company: Join PwC, a leader in professional services with a focus on client success.
- 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 exceptional client experiences and make a real impact in a dynamic environment.
- Qualifications: Significant experience in leading Client Experience initiatives in large B2B environments.
The predicted salary is between 70000 - 90000 £ per year.
About the role:
We are seeking a senior Client Experience leader to bring PwC’s firmwide Client Experience vision to life within Customer Success. This role will lead a multidisciplinary team across Client Listening and Buyer Engagement, helping to deliver a connected, insight-led and distinctive client experience. This is a unique opportunity to design, deliver and embed Client Experience at the heart of Customer Success. Reporting to the Head of Customer Success, you will translate the Client Experience vision into practical plans, measurable outcomes and effective ways of working 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, turning the firmwide vision into clear priorities, measurable outcomes and ways of working that enhance engagement with priority clients and senior buyers.
- Build and develop the Client Experience capability, providing leadership across Client Listening and Buyer Engagement while creating alignment, focus and operational excellence within Customer Success.
- Turn client and buyer insights into action, using feedback, relationship intelligence and data to identify opportunities, drive improvements and deliver meaningful business impact.
- Collaborate across teams to shape exceptional client experiences, establishing success measures, embedding best practice and creating seamless, insight-led journeys that strengthen client relationships.
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 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 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 in London employer: PricewaterhouseCoopers
PricewaterhouseCoopers is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within the UK Brand team. Employees benefit from extensive professional growth opportunities, competitive compensation, and a hybrid working model that promotes work-life balance, making it an ideal environment for those passionate about brand management.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Client Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PricewaterhouseCoopers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PricewaterhouseCoopers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Client Experience in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PricewaterhouseCoopers:Your cover letter is your chance to shine! Tell us why you want to work at PricewaterhouseCoopers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PricewaterhouseCoopers!
How to prepare for a job interview at PricewaterhouseCoopers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
