Manager, Experience Consulting

PricewaterhouseCoopers (PwC) Nigeria has been operating in Nigeria since 1953 through its predecessor firms of Coopers & Lybrand and Price Waterhouse. We’re one of the leading professional services firms in the country with offices in Lagos, Abuja and Port Harcourt, over 1000 staff and 31 resident partners.

Job Title: Manager, Experience Consulting

Reference Number: 596759WD

Location: Lagos

Your Mission

• • We are looking for a dynamic Customer Experience Manager to support clients and internal stakeholders across various industries.
  • Your role will be to provide valuable customer insights and design innovative experiences.
  • You will work at the intersection of technology, business, and customer experience to solve complex problems and create new solutions.
  • If you are creative and can understand both business and experience contexts, you will have the opportunity to shape innovative and customer-centric organizations for our clients.

Responsibilities

• Lead and facilitate client engagements, including defining project scope, creating agendas, managing stakeholders, and coordinating workshops.
• Develop and implement customer strategy engagements, conducting research to uncover patterns and insights that inform consumer and market strategies. Deliver personas, user journeys, service blueprints, and strategic marketing solutions.
• Conduct competitive analysis to benchmark customer experience practices and identify areas for differentiation.
• Create and present detailed reports and presentations to clients, highlighting key findings and actionable recommendations.
• Monitor and measure the effectiveness of customer experience initiatives, using metrics and KPIs to track progress and impact.
• Stay up-to-date with industry trends and best practices in customer experience and digital transformation.
• Guide clients on their customer experience and digital transformation journeys. Collaborate with cross-functional teams to define and deliver innovative experiences for both customers and employees.
• Facilitate client workshops using collaborative methods like design thinking and agile practices. Present insights and strategic recommendations, leveraging your technical expertise and communication skills.
• Lead work streams and analyze engagements. Take responsibility for managing teams and ensuring project success.
• Contribute to thought leadership and knowledge management within the organization.

Desired Qualifications and Experience

• 4-6 years of experience in a similar role, ideally within a UX/CX/design agency, or the CX business unit of a consulting firm, or a CX department within an organization.
• Extensive experience collaborating with a broad team of strategy, technology, creative, and production resources.
• Proven success as a business event designer or facilitator, managing group dynamics, providing clarity and context to clients, designing experience activities that lead to tangible outcomes, and communicating with multiple high-level stakeholders.
• Strong written and verbal business communication skills, with a focus on preparing clear and concise documentation for clients in a professional services environment.
• • Proven ability to engage in teamwork dynamics, understanding personal and team roles, building solid relationships with team members, proactively seeking guidance, clarification, and feedback, prioritizing and managing multiple tasks in a fast-paced environment, and completing work efficiently.
  • Experience in building visual concepts and prototypes to help clients envision their potential future.
  • Strong analytical skills with the ability to interpret customer data and feedback to identify trends, pain points, and opportunities for improvement.
  • Ability to develop and maintain customer journey maps to visualize and enhance the end-to-end customer experience.
  • Experience conducting competitive analysis to benchmark customer experience practices and identify areas for differentiation.
  • Knowledge of Design Thinking methodologies and Service Design principles to drive digital transformation and improve client projects.
  • Strong problem-solving skills with a solutions-oriented mindset, capable of addressing complex challenges and delivering innovative solutions.
  • Experience in leading and mentoring junior team members.

  Travel Requirements:

  • Up to 20%.