Senior Manager - Agentic Front Office Transformation in London

As a Senior Manager within PwC’s CSX team, you will help shape and scale our Agentic Front Office transformation capability across Consumer Markets, combining front-office transformation, omnichannel and eCommerce, commercial strategy, customer-led change and practical AI-enabled delivery. You will help clients reimagine sales, service, marketing, commerce, pricing, merchandising and customer engagement in an AI-enabled world - moving from individual use cases to integrated operating models that combine people, platforms, data, AI agents and governance.

This is a market-facing CSX role focused on developing propositions, shaping client conversations, leading delivery teams and building internal capability around Agentic Front Office transformation. Broader enterprise transformation experience is desirable, particularly where it helps clients understand the wider operating model, technology, data, workforce and governance implications of AI-enabled front-office change.

What your days will look like:

• Shaping and scaling PwC’s Agentic Front Office proposition across sales, service, marketing, customer engagement, commerce and commercial transformation.
• Translating agentic AI and emerging front-office technologies into practical, client-ready propositions, use cases, demos, delivery assets and thought leadership.
• Leading multi-disciplinary workstreams within large-scale front-office, omnichannel and eCommerce transformation programmes across Consumer Markets clients.
• Helping clients redesign their strategy and operating models across sales, service, marketing, digital commerce, customer operations and commercial functions.
• Combining customer journey thinking, process redesign, technology enablement, data, agentic AI and change management into transformation roadmaps, business cases and delivery plans.
• Acting as a trusted day-to-day advisor to senior client stakeholders on AI-enabled front-office transformation.
• Leading multidisciplinary teams across customer, sales, service, commerce, operations, technology, data, AI and change.
• Supporting Directors and Partners in identifying, shaping and converting opportunities, including proposals and RFP responses.
• Mentoring and training practitioners on AI delivery, drawing on hands-on proficiency with AI coding and agentic tools and experience scaling AI capability across cross-functional teams.

This role is for you if:

• You have significant consulting and/or industry experience across Consumer Markets, retail, consumer goods, travel, hospitality, restaurants or adjacent sectors.
• You have experience delivering front-office transformation across sales, service, marketing, commerce or customer engagement, with broader experience in commercial strategy, operating model design, omnichannel or eCommerce desirable.
• You can translate agentic AI and emerging front-office technologies into practical business applications, commercial outcomes and implementation plans.
• You understand agentic AI, autonomous commerce, generative AI and AI-enabled front-office operating models, including the implications for governance, adoption, controls and human oversight.
• You have experience developing client propositions, thought leadership, sales materials, proposals or RFP responses.
• You are confident working with senior stakeholders and shaping high-quality outputs, including operating model designs, roadmaps, business cases, executive presentations and implementation plans.
• You can coach junior colleagues, work across multidisciplinary teams and help build inclusive, high-performing capability.

Preferred experience:

• Industry experience across multiple Consumer Markets subsectors, such as retail, apparel, grocery, convenience, hospitality, restaurants, travel and Consumer goods.
• Cross-functional experience in Customer, eCommerce, Sales, Service, Marketing.
• Experience supporting broader transformation, operating model redesign or enterprise change where it connects to customer, sales, service, commerce or to Commercial, Supply Chain and Back-office functions.
• Familiarity with commercial, retail or customer platforms, technology alliances and ecosystem-based delivery models.
• Hands-on use of AI tools for delivery, analysis, solution design, prototyping or capability-building.

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.