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: Flexible working, private medical cover, and six volunteering days annually.
- 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: Experience in leading Client Experience initiatives in large B2B or professional services.
The predicted salary is between 70000 - 90000 £ per year.
About The Role
We are seeking a senior Client Experience leader to bring Pw C’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 Pw C 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.
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Director of Client Experience - (12 months FTC) employer: PwC UK
At PwC, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through our comprehensive benefits package, which includes flexible working arrangements, private medical cover, and opportunities for volunteering. Located at the heart of a global deals business, our team thrives on tackling complex challenges while supporting each other in achieving both personal and professional milestones.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Client Experience - (12 months FTC)
✨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 PwC UK.
✨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 PwC UK. 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 months FTC)
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 PwC UK.
How to prepare for a job interview at PwC UK
✨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 PwC UK'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 PwC UK 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!
