Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Associate

Job Description & Summary

Open to SAs only

Closing Date 9th Oct, 1200

Qualifications None Stated

Location Multiple UK Office Based locations

About the role

At PwC, our Customer team 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.  

  

Our delivery-focused work reflects the priorities of each sector. This may include improving patient access and care pathways; modernising high-volume citizen and resident services; translating policy into effective delivery; redesigning benefits, housing, regulatory, grants and funding processes; improving supporter and service-user journeys; and strengthening case management, digital platforms and operational flow.  

This role suits a customer consulting professional ready to take greater ownership of project delivery in complex, regulated and multi-stakeholder environments. You will be comfortable applying your skills across different public service contexts and adapting your approach to the needs of each organisation and the people it serves.  

Responsibilities

As a Senior Associate in this team, you will play a key role in project teams delivering client engagements. You will take ownership of defined workstreams and key deliverables, assist with project planning and coordination, and help ensure high-quality execution.  

You will help clients diagnose issues, identify opportunities and deliver practical solutions. This may include analysing patient, citizen, resident, service-user and supporter journeys; reviewing operating models, processes, data and technology; facilitating workshops with policy, operational, digital, clinical and corporate stakeholders; and producing evidence-based recommendations and client-ready materials.  

You will manage multiple priorities and maintain accountability for your deliverables, project timelines and stakeholder expectations. You will communicate effectively with client stakeholders, anticipate potential risks and escalate issues appropriately.  

You will guide junior colleagues and work collaboratively across sector, technology, data and operations teams. You will also support proposals, credentials, research and proposition development.  

You will demonstrate integrity, inclusive behaviour and sound professional judgement, upholding PwC’s standards for quality and risk management.  

As a Senior Associate, you will be expected to:  

• Support Managers with project planning and delivery, taking ownership of defined workstreams, timelines and quality.   Help clients across health, central government, local government, charities, arm’s-length bodies and wider public services improve access, experience, operational effectiveness and outcomes.  

• Analyse patient, citizen, resident, service-user and supporter journeys across access, navigation, customer operations, digital engagement and case management.   Apply structured problem-solving and interpret service, demand, user and workforce data to develop evidence-based recommendations.  

• 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.  

• 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.  

Essential Skills & Experience  

The successful candidate will be expected to evidence:  

• 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.   Ability to interpret evidence, navigate ambiguity and develop practical recommendations and high-quality client materials. 

• Experience owning project deliverables or workstreams and managing priorities, risks, dependencies and stakeholder expectations.   Strong consulting skills, including structured problem-solving, analysis, business cases, stakeholder engagement, workshop facilitation and clear communication.  

• Practical understanding of customer and service technologies, including CRM, case management, contact-centre platforms, digital channels, workflow, automation, integration and data solutions.   

• 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.  

 

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, AI Fluency, AI-Human Collaboration, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, Digital Tooling {+ 20 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

0%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

October 10, 2026