Job Description & Summary

At PwC innovative and technological projects are our everyday life. As a consulting company, we have the advantage that we can work with clients from various industries around the world.
Our Polish companies employ 6.500 people, including 1.500 people in technology teams. You can be one of Us - Join our community of solvers!

Currently we’re recruiting for a Customer Experience Senior Consultant to join our team on Middle East projects.

Would you like to gain some international experience and work up to 50% of your time abroad in KSA and UAE but also in Egypt, Oman, Qatar, Kuwait?

Mixing business with traveling and learning about new cultures is of your interest?

If so, keep reading:

Customer Experience Senior Consultant - Middle East Projects

General role’s responsibilities:

• Advise clients on Customer Experience (CX) practices, tools and methodologies leveraging hands-on experience in areas of customer experience strategy, journey mapping, personas development, Voice of Customers Program (VoC) establishment and running, surveys management, customers feedback analysis and data representation and visualization.

• Collaborate with engagement managers & client-facing teams to understand & analyze clients’ problems and goals.

• Solve complex problems and take a new perspective on existing solutions.

• Work with colleagues in all Middle Eastern offices on client work and internal initiatives as well as with international teams where appropriate.

• Develop understanding of the key themes in the market and in the region in areas of CX and digital/technological advancements. Collaboratively work with other technology experts to shape the future of clients and to bring about positive change.

Customer Experience specific duties: 

• Assess Customer Experience (CX) maturity and recommend areas for enhancement by developing comprehensive roadmaps.

• Conduct CX benchmarking activities to bring best practices and lessons learnt from success stories to action in a practical manner.

• Design and develop CX strategies and frameworks that will enable organizations to create a customer-centric culture.

• Design and launch Voice of Customer (VoC) Program/Framework, that enables the organization to disseminate feedback requests through different channels (online existing systems, social media, service centers) and methods (portal analysis, surveys, interviews, focus groups, mystery shopping, sentiment analysis, etc.), collect from customers and analyze results to come up with insights and recommendations.

• Analyze clients’ customers needs, behaviors and pain areas and reflect such insights into different design elements.

• Establish a holistic framework of customer touch points that would enable creating a consistent customer experience across all channels, influence customers, motivate and engage them.

• Drive appropriate levels of customer segmentation to deliver personalized and relevant customer touch points.

• Define personas that represent customers segments and identify their needs, ambitions, key moments, etc.

• Design customer journeys for identified personas highlighting key touchpoints and highlight areas for improvements in the journey with focus on digital enhancements.

• Create a bridge between the priority experiences and the development of operational processes that require metrics to be identified and tracked.

• Monitor and track customers' experiences through identifying the metrics and KPIs (NPS, CSAT, CES, FRT, PRT, etc.) and apply them appropriately throughout the customer journeys.

• Establish a framework and/or methodology to continuously monitor Quality of Services (QoS), that can be sustainable and drives the continuous improvements.

• Collect, cleanse, structure and analyze data received from customers/systems, generate valuable insights and recommendations, and present/visualize them accordingly using platforms/tools such as PowerBI, Tableau, etc.

• Create user experience designs, prototypes and wireframes (plus).

Qualifications and skills required: 

• 3-5 years of work experience in fields related to Customer Experience (CX) and/or User Experience (UX) – Management Consulting Experience is preferred.

• Bachelor’s Degree in Digital Marketing, Computer Science or related field.

• Proven with working experience technical skills ranging from: Digital Strategy, XC management systems knowledge, Customer Experience Journey Mapping, Voice of Customers Program Designing and Launching, Social Listening to data management and analytics. 

• Having experience in UX/UI design and Business Process Management is a plus 

• Self-driven and self-starter attitude translating into speed, flexibility and agility

• Very strong communication and presentation skills

• Ability to represent combination of strategic and analytical thinking on various levels of granularity 

• Confidence and Leadership skills 

• Fluency in English (C1+)

What we offer - specifically for this team:

• Balanced travel / remote work requirements (only up to 50% onsite presence in ME)

• Possibility of gaining international consulting experience working with top Middle East enterprises;

• All travel, accomodation and meal costs fully covered by PwC - on top dedicated financial Incentive Scheme for every day spent working abroad;

• Regular onsite team integration meetings;

• Getting to know Middle East culture and region with dedicated cultural workshops;

• Flight ticket to ME for accompanying person.

And, as a standard in PwC:

• Wide medical care package and foreign travel insurance;

• Training sessions, workshops and dedicated certification financed by PwC;

• PwC discounts on IT devices (e.g.. Apple, Lenovo, Orange);

• Attractive referral program;

• Cafeteria (shopping vouchers: i.e. Zalando, Ikea, Allegro, Frisco, Spotify);

• Wellbeing programmes ;

• Internal Communities - Parents@PwC, PwC for Women, PwC Shine;

• Openness for your preferences regarding contract form (B2B or employment contract).