PwC UK
Director of Client Experience
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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.
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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.
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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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