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About the Role

As a Customer Listening & Insights Specialist, you’ll play a vital role in delivering and continuously improving the Client Listening program, working with internal stakeholders across the firm including in Advisory, our Priority Accounts, account teams and firmwide functions.

Responsibilities

Lead delivery of the Client Listening program for the Advisory business and Priority Account program, increasing feedback volumes and helping stakeholders use feedback effectively.
Facilitate closing-the-loop practices and identify ways to reduce friction in collecting and acting on feedback for clients and internal teams.
Build collaborative relationships with Advisory Markets and Operations leaders, the Priority Account Program Lead, Lead Client Partners, account teams and the Salesforce team.
Identify, lead and execute projects that continuously improve Client Listening processes and functions.
Collaborate with the broader Client Listening and Clients & Markets teams to align activity, share insights and drive best practice.
Coordinate client conversations, including arranging and supporting PDR and Independent senior partner conversations, recording quality notes in Salesforce and completing deep dives on insights.
Support regular reporting and analysis of client feedback to inform strategic decision-making and foster a culture of responsiveness.

Requirements

5–7+ years of experience in client listening, client experience, program management or a related role in professional services, consulting or a B2B environment.
Strong understanding of client experience frameworks and tools, with the ability to embed them into business processes.
Experience managing complex client feedback programs and driving improvements based on insights.
Strong project leadership skills, with the ability to manage multiple priorities and stakeholders effectively.
Excellent interpersonal and communication skills, with the ability to influence and collaborate across teams and levels.
A customer-centric, commercially minded approach, with curiosity, analytical capability and the ability to connect client insights with business objectives and opportunities.
Demonstrated ability to drive change within large, matrixed organisations.
Familiarity with Salesforce or another CRM platform used to support client listening programs.
Experience in a professional services, consulting or business-to-business environment.
A proactive, collaborative and adaptable approach, with strong problem-solving skills and a focus on actionable outcomes.

Skills

Accepting Feedback
Active Listening
Analytical Thinking
Change Communications
Change Management
Coaching and Feedback
Communication
Creativity
Data Analysis
Embracing Change
Emotional Regulation
Empathy
Goal Alignment
Inclusion
Intellectual Curiosity
Learning Agility
Meeting Coordination
Meeting Facilitation
Operational Execution
Optimism
Professional Courage
Program Execution
Project Management
Project Management Support

Experience Level

Manager

Benefits

The opportunity to work with leading organisations and cutting-edge technology that challenge and expand your expertise.
Work within an inclusive environment committed to Inclusion and Diversity and First Nations Prosperity, ensuring diverse perspectives are at the forefront of our work.
Flexibility means trusting you to choose when, where, and how you work balancing what’s best for you, your team, and your clients to grow and thrive together.
Clear paths for career progression supported by continuous learning and leadership development.
Generous leave entitlements to support your work-life balance - including floating public holidays, birthday leave and ability to purchase additional leave on top of your four weeks.
A world-class parental leave policy offering up to 26 weeks of leave for caregivers, supporting your family and personal life.

About the Company

At PwC Australia, your skills meet purpose. We tackle big challenges across industries like finance, technology, energy, and health giving you the chance to make a real impact. Here, your growth is our priority. You’ll work with leading teams, explore new technologies, and unlock your full potential.
Join a global community of more than 370,000 people who value bold ideas, collaboration, and lasting change. Together, we’re building trust and shaping the future.

Equal Opportunity

We’re committed to treating all our job applicants fairly and with respect, irrespective of their actual or assumed background, disability, neurodivergence, or any other protected characteristic and to maintaining a safe, respectful workplace for everyone. We want you to have every opportunity to thrive in our selection process. In the application form, you can let us know what adjustments you require during our recruitment process and/or any workplace accommodations you anticipate needing to help you perform your role.