Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Transformation Senior Associate – Public Sector role.
Rezi rewrites your resume against PwC's job description. Free.
Tailor your resume to this Customer Transformation Senior Associate – Public Sector role.
Rezi rewrites your resume against PwC's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Transformation Senior Associate – Public Sector posting at PwC — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Transformation Senior Associate – Public Sector posting at PwC — free, in seconds.
About the Role
At PwC, our Customer team assists public sector clients in enhancing the accessibility and experience of essential services. We collaborate across health, central government, local government, charities, arm’s-length bodies, and wider public services, integrating service design, customer operations, digital channels, contact centres, and case management to improve outcomes for patients, citizens, residents, service users, supporters, and staff. This role is ideal for a customer consulting professional seeking to take on greater responsibility for project delivery within complex, regulated, and multi-stakeholder environments.
Responsibilities
- Support Managers with project planning and delivery, taking ownership of defined workstreams, timelines, and quality.
- Analyze patient, citizen, resident, service-user, and supporter journeys across access, navigation, customer operations, digital engagement, and case management.
- Assist clients across health, central government, local government, charities, arm’s-length bodies, and wider public services in improving access, experience, operational effectiveness, and outcomes.
- Understand and respond to different sector priorities, including patient pathways, policy delivery, resident services, benefits and housing, regulatory and funding processes, and charity service-user or supporter engagement.
- Apply structured problem-solving and interpret service, demand, user, and workforce data to develop evidence-based recommendations.
- Support solution design across operating models, processes, digital channels, contact centres, case management, data, automation, AI, and technology-enabled change.
- Produce high-quality deliverables and facilitate workshops with policy, operational, digital, clinical, corporate, and voluntary-sector stakeholders.
- Track milestones, dependencies, risks, and issues, escalating appropriately and maintaining stakeholder alignment.
- Guide junior colleagues and collaborate across sector, clinical, policy, technology, data, and operations teams.
- Support business development and build knowledge of priorities and leading practice across the public and charitable sectors.
- Uphold PwC’s standards for quality, risk management, independence, and professional conduct.
Requirements
- Experience contributing to customer-led or service transformation across patient, citizen, resident, service-user, or supporter journeys, customer operations, operating models, process improvement, digital enablement, or case management.
- Relevant experience in or with one or more public service sectors, such as health, central government, local government, charities, arm’s-length bodies, or wider public services.
- Ability to transfer skills and insight between sectors while understanding their different priorities, governance, funding, accountability, and stakeholder environments.
- Experience owning project deliverables or workstreams and managing priorities, risks, dependencies, and stakeholder expectations.
- Practical understanding of customer and service technologies, including CRM, case management, contact-centre platforms, digital channels, workflow, automation, integration, and data solutions.
- Strong consulting skills, including structured problem-solving, analysis, business cases, stakeholder engagement, workshop facilitation, and clear communication.
- Ability to interpret evidence, navigate ambiguity, and develop practical recommendations and high-quality client materials.
- Experience collaborating across multidisciplinary teams and providing guidance or feedback to junior colleagues.
- Experience supporting proposals, credentials, research, or other business development activity.
- Active interest in developments, emerging technology, and leading practice across public services and the charitable sector.
- Commitment to quality, integrity, inclusion, and responsible risk management.
Skills
- Accepting Feedback
- Active Listening
- AI Fluency
- AI-Human Collaboration
- Analytical Reasoning
- Analytical Thinking
- Application Software
- Business Data Analytics
- Business Management
- Business Technology
- Business Transformation
- Communication
- Creativity
- Digital Tooling
- Documentation Development
- Embracing Change
- Emotional Regulation
- Empathy
- Implementation Research
- Implementation Support
- Implementing Technology
- Inclusion
- Intellectual Curiosity
- Learning Agility
Location
- Client site
Work Type
- Hybrid
- Full-time
Experience Level
- Senior Associate
Benefits
- Empowered flexibility
- Working week split between office, home, and client site
- Private medical cover
- 24/7 access to a qualified virtual GP
- Six volunteering days a year
About the Company
- PwC helps public sector clients improve access to and experience of essential services.
- We work across health, central government, local government, charities, arm’s-length bodies and wider public services, combining service design, customer operations, digital channels, contact centres and case management to improve outcomes for patients, citizens, residents, service users, supporters and staff.