Customer Transformation Senior Associate - Public Sector

About The RoleAt 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.
About The RoleAt 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-volumecitizen and resident services;
translating policy intoeffective delivery;
redesigning benefits, housing, regulatory, grants and funding processes;
improving supporter andservice-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.
What Your Days Will Look LikeAs a Senior Associate, you will be expected to:
Support Managers with project planning and delivery, taking ownership of defined workstreams, timelines and quality.
Analyse patient, citizen, resident, service-user and supporter journeys across access, navigation, customer operations, digital engagement and case management.
Help clients across health, central government, local government, charities, arm's-length bodies and wider public services improve 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.
This Role Is For You If You Have
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.
What You’ll Receive From UsNo matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions. We offer a range of benefits including empowered flexibility and a working week split between office, home and client site;
private medical cover and 24/7 access to a qualified virtual GP;
six volunteering days ayear and much more.
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