Marketing & Commerce Operations - Senior Associate

At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer experience at PwC will specialise in providing consulting services focused on enhancing the overall customer experience. You will analyse customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

Basic Qualifications
Minimum Degree Required (BQ)
Bachelor's Degree
Minimum Year(s) of Experience (BQ)
3 year(s)
Preferred Qualifications
Preferred Knowledge/Skills
Demonstrates proven thorough knowledge and understanding of Customer Operations in order to sell, lead and execute utilities industry engagements focused on improving the performance of Customer Operations, which includes customer service and revenue cycle functions, and alignment with customer and corporate strategy. Demonstrates proven thorough knowledge and understanding of operations assessments in order to look at both business and IT alignment, capacity and capability and span people, process and technology, including the following aspects regarding the timing of assessments vis-ˆ-vis one or more aspects of Customer Operations: - Prior to a major customer transformation initiative, to frame up objectives, requirements, issues and opportunities to be addressed; - Amid a customer transformation initiative to help establish customer operations and related objectives and benefits are realized; - After a transformation engagement to optimize objective attainment and benefits realization; or, - Not in association with a major initiative, but simply helping a utility understand possibilities and priorities and then take steps to address them.Demonstrates proven thorough Customer Operations-related consulting abilities and success, including the following areas: - Building credibility in the Customer Operations space and the ability to build relationships and influence at all levels within a client; - Identifying compelling implementation opportunities and helping develop them into follow on work; build/grow client relationships to position for larger projects; - Conducting financial analyses and working with benchmarks; - Leading small to mid-sized teams and work with dedicated project managers conducting assessments of Customer Operations and, - Working effectively in a high-matrix organization in a self-motivated and self-sufficient manner.
Job Description Generator Output
The Opportunity
As part of the Customer Experience team you are expected to improve the performance of Customer Operations and align with customer and corporate strategy. As a Senior Associate you are expected to analyze complex problems, mentor others, and maintain top standards. You are expected to build credibility in the Customer Operations space, conduct financial analyzes, and lead small to mid-sized teams.
Responsibilities
- Improving the performance of Customer Operations
- Aligning with customer and corporate strategy
- Conducting financial analyzes
- Leading small to mid-sized teams
- Analyzing complex problems and developing practical solutions
- Mentoring and guiding junior team members
- Building and nurturing client relationships
- Enhancing personal brand and technical knowledge
What You Must Have
- Bachelor's Degree
- 3 years of experience
What Sets You Apart
- Improving performance of Customer Operations
- Conducting operations assessments for business and IT alignment
- Building credibility in Customer Operations space
- Identifying and developing compelling implementation opportunities
- Conducting financial analyzes and working with benchmarks
- Leading small to mid-sized teams in assessments
- Working effectively in a matrix organization
Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
The salary range for this position is: $77,000 - $202,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance