About the team

At PwC, we help organisations solve complex challenges, deliver sustainable outcomes and create long-term value for their customers, stakeholders and society.

Our Customer & Service Excellence (CSX) team works with clients to design customer strategies, transform operating models and deliver large-scale business change. Within our Energy, Infrastructure and Services (EIS) sector, we support organisations navigating the energy transition, regulatory change, evolving customer expectations, technological innovation and new service-based business models.

As demand for our services continues to grow, we are looking for an experienced Director to help shape the future of customer transformation across the sector.

The role

As an Energy Infrastructure & Services Customer & Service Excellence Director, you will lead major customer strategy and transformation engagements across Energy, Infrastructure and Services clients. You will work closely with executive leadership teams to define customer ambitions, redesign operating models and deliver transformation programmes that improve customer outcomes, operational performance and commercial value.

You will also play a key role in growing our practice by developing client relationships, originating new opportunities and building innovative propositions that respond to market and sector challenges.

What your days will look like:

• Leading customer strategy, operating model and transformation programmes for major EIS clients.

• Building trusted relationships with senior executives and advising on complex customer and service challenges.

• Designing customer-focused operating models, journeys, service propositions and transformation roadmaps.

• Developing business cases and benefits frameworks that link customer, operational, regulatory and financial outcomes.

• Leading multidisciplinary teams across strategy, operations, technology, data and people transformation.

• Driving business development activities, proposition development and thought leadership.

• Supporting the growth of our team through coaching, mentoring and talent development.

This role is for you if you have:

We're looking for an experienced consulting leader with a strong track record in customer transformation within the Energy, Infrastructure and Services sector.

You will demonstrate experience in several of the following areas:

• Customer and service strategy

• Customer operating model transformation

• Customer journey and service design

• Contact centre, field service and customer operations

• Customer growth, segmentation and value proposition development

• Cost-to-serve and service performance improvement

• Large-scale transformation programme leadership

• Benefits realisation and value delivery

Essential experience

• Significant consulting experience gained within a leading consultancy, professional services firm or equivalent advisory environment.

• Proven experience working with senior executives across the Energy, Infrastructure and Services sector.

• Strong commercial and business development capability, including originating and converting opportunities.

• Experience leading complex transformation programmes from strategy through to implementation.

• Excellent stakeholder management, communication and influencing skills.

• A passion for developing people and building high-performing teams.