Customer and Business Transformation Senior Manager - Insurance Sector

Line of Service

Advisory

Industry/Sector

FS X-Sector

Specialism

Operations

Management Level

Senior Manager

Job Description & Summary

Customer and Business Transformation - Insurance Sector - Senior Manager - Dublin, Ireland

Step into a senior leadership role with PwC’s Insurance Consulting team as our Customer & Business Transformation Senior Manager in a hybrid work model. You’ll lead end‑to‑end programmes across underwriting, claims, policy administration and distribution, partnering with senior client executives to redesign operating models, elevate customer experience, and deliver digital transformation at scale.  

Bring structured problem solving, design thinking, and lean/agile methods to unlock measurable efficiency, satisfaction, and growth, while mentoring cross‑functional teams and building trusted advisor relationships.  

You’ll help shape innovative solutions around regulatory change and emerging technologies—think InsurTech, AI and cloud—keeping clients ahead in a fast‑evolving market.  

If you thrive in dynamic environments and share our values—Act with integrity, make a difference, Care, Work together, and Reimagine the possible—we’d love to hear from you. 

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 years delivering large-scale transformation programmes within the insurance sector (life, non-life, re-insurance, or specialty lines) within a consulting environment

• Strong understanding of Insurance customer journeys with a clear perspective on improvement opportunities leveraging technology solutions (i.e. Salesforce)

• 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.

Unlock your potential with PwC Ireland 

We believe that challenges are better solved together! We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be a part of amazing teams encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous development and encouragement, will help unlock your potential and take your career to the next level. 

Enjoy PwC’s perks 

We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits and flexibility programs that will help you thrive in work and life. Learn more about us at Life@PwC. (https://www.pwc.ie/careers-ie/life-at-pwc.html). 

Being appreciated for being you 

Our most valuable asset is our people and we grow stronger as we learn from one another. We are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.  We believe this so much that we have signed up for the Business in the Community Elevate Pledge. (https://www.bitc.ie/the-leaders-group-on-sustainability/inclusive-workplace-pledge/) 

You can learn more about our culture of belonging and explore our range of inclusive programmes, initiatives, employee resource groups and more at www.pwc.ie. 

Avoid the confidence gap; you do not have to match all the listed requirements exactly to apply, we’d love to hear from you! 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and pr ivileges of employment. Please email us for more information. 

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

Business Transformation, Business Transformation Programs, Business Transformation Strategies, Customer Experience Transformation, Enterprise Transformation, Health Insurance, Insurance, Insurance Consulting, Management Consulting, Strategic Consulting

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