Health Industries – Customer Experience Consultant, Manager

A career in our Customer Experience practice, within Customer Consulting services, will provide you with the opportunity to help our clients design customer strategies that address the customers’ underlying needs and desired outcomes. We help build bridges between digital and analog mediums, delivering personal and contextual experiences powered by technology and analytics, and driving the total experience by engaging the customer, product, partner, and employee experiences.

Our team focuses on defining the desired customer experience through customer and market insight, aligning customer service channels with overall growth objectives, leveraging people and technology to establish a infrastructure that supports service strategy, and identifying and resolving billing and other performance issues that lead to customer dissatisfaction.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm’s/client’s expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm’s code of ethics and business conduct.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Minimum Years of Experience:
6 year(s)

Required Knowledge and Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader with strategic experience within the Healthcare Pharma and Life Sciences industries including customer engagement, product launch, digital transformation, market access and patient experience.

Preferred Qualifications:

Degree Preferred:
Master Degree

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success as a team leader with consulting expertise and extensive knowledge of the healthcare industry involving customer engagement and related strategy (i.e. customer program design, communication and execution)in the following areas:

• Leading and conducting Voice of the Customer Analysis, both qualitative and quantitative (surveys, analytics, ethnographic studies and customer journey mapping);
• Leading patient journey mapping and building enriched patient experiences;
• Leading initiatives to commercialize biopharma drug products, medical devices and digital solutions;
• Applying project management skills to large, transformational initiatives;
• Understanding market access, pricing & contracting trends in the U.S. and globally;
• Applying human centered and Agile principles to Customer Engagement initiatives;
• Demonstrating knowledge of general U.S. healthcare trends and knowledge of oncology, specialty and rare disease therapeutic areas;
• Analyzing customer economics, business performance and cost to serve;
• Conducting customer segmentations and segmentation strategies to include utilization of socioeconomic, behavioral or attitudinal, and wants-and-needs based techniques;
• Developing customer-centric operating models to include Customer Experience Design; and,
• Demonstrating prior experience in a consulting role within a managerial capacity.

Demonstrates extensive abilities and/or a proven record of success as a team leader in managing teams to execute experience engagements while maintaining consistency in relationships, quality of work and delivering value by supervising teams to create an atmosphere of trust and seeking diverse views to encourage improvement and innovation; answering questions and providing direction to less-experienced staff; coaching staff including providing timely meaningful written and verbal feedback.

Demonstrates extensive abilities and/or a proven record of success in writing, communicating, facilitating working sessions, and presenting deliverables cogently to all levels of industry audiences, and diverse team members and clients.