Customer & Business Transformation - Senior Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in management consulting focus on helping clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. They work with some of the world’s largest and most complex companies to understand their unique business issues and opportunities in an ever changing environment. These individuals help create sustainable change by stimulating innovation, unlocking data possibilities, navigating risk and regulatory complexity, optimising deals, and aligning costs with business strategy to create a competitive advantage. Management consultants help the world’s most significant organisations, public and private, quickly become more effective. They improve the way organisations operate; manage costs; better align people, process and technology initiatives; support business growth to maintain or improve competitive edge and complete market and regulatory risk assessment.

As an industry focused management consultant at PwC, you will play a vital role in helping clients within your particular industry specialty optimise their operations, improve performance, and achieve strategic objectives. You will leverage your industry relevant knowledge to analyse business data, develop strategies, support management teams, collaborate across teams, optimise tools and technology, improve organisational performance, monitor compliance, and/or manage change.

Your Key Responsibilities

• Develop a deep understanding of insurance industry operations, including underwriting, claims management, policy administration, actuarial functions, and distribution channels, leveraging this knowledge to deliver impactful projects across areas such as strategy, operating model design, customer experience, digital transformation, process improvement, and organizational change.
• Leverage PwC’s leading Insurance consulting services and global network to proactively identify and pursue opportunities to add value for clients across end-to-end insurance value chains.
• Apply advanced structured problem solving, business analysis, data analytics, design thinking, and lean/agile methodologies to help insurers improve operational efficiency, increase customer satisfaction, and drive profitable growth.
• Identify, analyze, and recommend enhancements in insurer processes, systems, and workforce capabilities to optimize performance and reduce costs.
• Effectively gather and define detailed business requirements through in-depth engagement with a broad range of insurance stakeholders, including actuaries, underwriters, claims teams, IT, and distribution partners.
• Lead and motivate cross-functional project teams, working closely with senior client executives and key stakeholders to ensure project objectives are met and programme governance is maintained.
• Manage all aspects of the project lifecycle from business case development through design, implementation, and post-deployment reviews, ensuring timely and quality deliverables.
• Communicate complex insurance and transformation concepts clearly and persuasively, tailoring messaging for diverse audiences including C-suite executives, technical teams, and client operational staff.
• Collaborate on shaping innovative insurance solutions addressing regulatory changes, digital disruption, changing customer expectations, and emerging technology adoption.
• Foster strong relationships internally within PwC and externally with clients and key partners to support collaborative delivery and knowledge sharing.
• Stay up to date with the latest trends and regulatory developments affecting the insurance industry globally and regionally, integrating these insights into your consulting approach to deliver forward-looking advice and solutions.

Skills and Attributes for Success

• Proven experience (8-10+ years) delivering large-scale transformation programmes within the insurance sector (life, non-life, re-insurance, or specialty lines).
• Strong understanding of Insurance customer journeys with a clear perspective on improvement opportunities leveraging technology solutions (i.e. Salesforce) or
• Strong background in insurance business operations, digital transformation, operational excellence, or strategy consulting.
• Excellent client management skills with the ability to build trusted advisor relationships within complex insurance organisations.
• Outstanding verbal and written communication skills, with experience presenting at senior leadership and board levels.
• Deep understanding of current insurance market dynamics, regulatory environments, and technology trends impacting the sector (e.g., InsurTech, AI, cloud).
• Ability to quickly establish credibility and influence diverse client stakeholders through professional expertise and solution-oriented mindset.

Ideally, you will also have:

• Strong capabilities in business process mapping, requirements elicitation, data analytics, and solution design specific to insurance workflows.
• Experience facilitating workshops and leading teams to consensus and actionable outcomes.
• Proficiency in developing structured, impactful presentations using PowerPoint and advanced analytic skills using Excel or relevant insurance analytics tools.
• Certifications in Lean Six Sigma, Agile, PMI-PMP, or BCS Business Analysis are advantageous.
• Familiarity with insurance core systems and platforms (e.g., Salesforce, Guidewire) is a plus.

What We Look For

• A motivated professional passionate about leveraging consulting to drive meaningful change in the insurance sector.
• Someone who thrives in dynamic environments, tackling complex problems with creativity, enthusiasm, and resilience.
• An effective team player who embraces PwC’s values of:
  • Act with integrity - Being honest, ethical, and transparent in all business dealings and interactions.
  • Make a difference - Striving to have a positive impact for clients, communities, and each other.
  • Care - Showing respect, empathy, and support for colleagues, clients, and broader communities.
  • Work together - Collaborating effectively across teams, geographies, and functions to create better outcomes.
  • Reimagine the possible - Encouraging innovation, curiosity, and continuous improvement to solve complex problems and unlock new potential.
  • A continuous learner eager to grow their insurance industry expertise and consulting capabilities in a supportive and high-performing environment.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Budgetary Management, Business Analysis, Business Development, Business Process Improvement, Business Transformation, Change Management, Coaching and Feedback, Communication, Creativity, Customer Relationship Management, Customer Strategy, Embracing Change, Emerging Technologies, Emotional Regulation, Empathy, Financial Management, Inclusion, Industry Trend Analysis, Influence, Intellectual Curiosity, Learning Agility {+ 20 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date