Director of Client Experience

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Director

Job Description & Summary

About the role:

We are seeking a Client Experience leader to bring PwC’s firmwide Client Experience vision to life for our clients and across the firm. This role will lead a multidisciplinary team across Client Listening and Buyer Engagement, helping to deliver a connected, insight-led and distinctive client experience that differentiates the firm
This is a unique opportunity to design, deliver and embed Client Experience at the heart of Customer Success and the customer journey. Reporting to the Head of Customer Success, you will translate the Client Experience vision into practical plans, milestones, and measurable outcomes. You will create experience principles and customer service expectations that enhance engagement with priority clients and senior buyers. By driving a customer-centric approach and fostering collaboration across teams, you will play a key role in shaping how PwC creates value and strengthens client relationships.

What your days will look like:

• Lead and embed the Client Experience agenda, translating the firmwide vision into clear priorities, measurable outcomes and consistent ways of working that enhance the experience of all clients. Collaborate with stakeholders across the Priority Client Programme to design and embed clear, consistent expectations for customer service and experience, both within the business and in how we engage with clients.
• Build and lead the Client Experience capability, providing leadership across Client Listening, Client Insight and Buyer Engagement, while creating alignment, focus and operational excellence across Customer Success.
• Lead the Client Insight team to turn the voice of the client into action, increasing the volume, quality and value of client feedback and translating insight into meaningful interventions and improvements. Use client insight to identify and shape the moments that matter most, ensuring they are designed and delivered with the voice of the client at their heart.
• Lead the development of strategic buyer programmes, using insight into evolving buying trends, behaviours and shifting buyer-group dynamics to shape relevant networks, engagement and experiences. Build greater compatibility between the firm and key buyers, creating stronger connections and fostering sustainable, valuable relationships over time.
• Act as the voice and conscience of the client across Customer Success, ensuring client needs, expectations and feedback remain central to programme priorities and decision-making. Provide Client Experience SME leadership across wider programmes and initiatives that impact the end-to-end client journey.
• Shape exceptional experiences for all our clients, collaborating across the business to embed consistent standards, best practice and insight-led ways of working throughout the client journey. Use client and buyer insight, relationship intelligence and data to identify opportunities, measure success and continuously improve the experiences that strengthen client relationships and deliver meaningful business impact.

This role is for you if:

• You have significant experience leading Client or Customer Experience initiatives within a large B2B, professional services, financial services, technology or enterprise environment.
• You have successfully delivered Client Experience programmes, frameworks, operating models or capabilities at scale, driving measurable business impact.
• You bring strong expertise in journey design, client listening, Voice of the Customer and experience measurement, with a focus on continuous improvement.
• You bring strong client-facing experience and confidence engaging with senior clients and buyers, with a deep understanding of the client buying journey and the critical moments where engagement and experience can have the greatest influence on buyer perceptions, decisions and relationships.
• You combine commercial acumen with a clear understanding of how exceptional client experiences strengthen relationships, loyalty and growth.
• You are confident influencing senior stakeholders, translating strategic priorities into clear delivery plans and leading high-performing, inclusive teams.
• You are a highly effective collaborator and communicator, able to engage, align and bring people with you across teams and stakeholder groups. You have a strong track record of working through others and alongside peers to navigate complexity, build alignment and deliver significant cross-functional programmes and initiatives.
• You can leverage client feedback, buyer insights, relationship intelligence, Salesforce data and qualitative research to shape strategy, identify opportunities and drive meaningful change.

What you’ll receive from us:

No 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 a year and much more.

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, Brand Management, Brand Marketing, Business Development, Campaign Performance Analysis, Channel Marketing, Coaching and Feedback, Communication, Consumer Behavior, Content Marketing, Content Strategy, Creativity, CRM Software, Customer Insight, Developing Communication Strategies, Digital Marketing, Embracing Change, Emotional Regulation, Empathy, Entertainment Management, Inclusion, Influence {+ 38 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

July 16, 2026