Pharma and Life Sciences - Director - Customer Led Transformation

PwC's Customer Led Transformation (CLT) Consulting Practice has ambitious growth plans. We are passionate about our purpose which is to help our Pharma & Life Sciences (PLS) clients to design and deliver impactful experiences for doctors, payers and patients and to create value for society.

Our Pharma and Life Sciences practice is at the heart of our Customer Led Transformation offering, sitting at the intersection of business strategy, experience design, and digital technology.

We help our clients achieve sustainable growth by transforming and aligning their strategy, purpose and insight, their customer and employee experience, their operations, incentives and behaviours - all accelerated by the right technologies. We focus on transformation across all areas of our client's businesses that interact with the customer/client including marketing, sales & distribution, service, relationship management and Digital insight.

In order to meet the market opportunity in our existing client opportunities and to support growth into new clients, we are looking to expand the practice at Director level.

About the role

This is an exciting opportunity to join us as we embark on the next phase of our growth journey. We are looking for individuals with a strong consulting background who have experience of successfully transforming the customer and front office functions of Pharma and Life Sciences organisations to help us continue our strong growth trajectory.

You will have a strong point of view on customer and digital trends and their impact on organisations. You will have experience of successfully shaping compelling proposals for clients, architecting and then leading delivery across the end to end project lifecycle from strategy to execution.

We would expect domain expertise in one or more of customer facing operations (e.g. Marketing, Sales, Distribution, Service, Branch, client relationship management) and experience across:

• HCP / KOL engagement strategy and experience design
  
• Sales & Marketing operating model design and implementation
  
• Sales & Marketing process design and implementation
  
• Patient journey and service model design
  
• End to end digital transformation
  

You will be able to demonstrate how you have helped your clients to deliver tangible results.

Key Responsibilities

• Support the PLS CLT leadership team in the sale of Customer Led Transformation to our clients, with a particular focus on the pharmaceutical sub sector
  
• Provide leadership to the safe and commercially sound delivery of Customer Led Transformation programmes, particularly those delivering new customer facing services or propositions and that are underpinned by PwC's market leading expertise in Salesforce.
  
• Go-to-market planning, account target plans and deal origination for priority clients and work with our marketing team to ensure there is full support for plans
  
• Shaping and taking to market new propositions to clients, which reflect leading thinking in customer experience and customer led change, and are underpinned by PwC's Experience Centre, Strategy&, and Customer capability groups
  
• Delivery oversight, including management of offshore and nearshore delivery teams including Operating model change, Customer Experience design and Technology delivery
  
• Senior client stakeholder management and commercial management experience in complex PLS consulting engagements
  
• Contribute to the overall development and growth of our practice through:
  
  • supporting training and recruitment of the team
    
  • managing and leading other team members
    
  • enhancing our delivery assets and methodologies
    
• Continue to develop internal relationships and your PwC brand
  

Skills and Experience

• You have experience in delivering digitally enabled transformation programmes within B2C or B2B organisations which demonstrate tangible benefits:
  
  • Transforming sales & marketing capabilities to improve HCP/patient & Employee Experience
    
  • Transforming Operating models to better align to customers and improve ways of working
    
  • Increase Customer loyalty and spend, whilst also reducing cost to serve
    
  • Enhancing Digital capabilities by leveraging next generation technologies
    
  • Improve the visibility and knowledge about patients through advanced analytics
    
  • Help organisations capture and process feedback and improve end to end patient experience
    
• Experience working with PLS organisations in one or more of the following sectors;
  
  • Pharmaceutical Market (including Biologics, Generics, SoD)
    
  • Medical Device Market
    
  • Animal Health
    
  • Broader Health environments (for example Wholesale and Pharmacy Channel)
    
• A people centric mindset, with a passion for designing and delivering compelling experiences for patients/customers and employees
  
• An inspiring team leader, able to rapidly establish and lead high-performing, multi-disciplinary, cross geography teams, drawn from across PwC, our clients' staff and third party organisations;
  
• Strong consulting experience and excellent core consulting skill-set
  
• Evidence of delivering demonstrable benefits to clients
  
• Leaders who are prepared to deliver client excellence as well as shape and contribute to the growth of our practice
  
• You will have experience of interpreting clients strategic, operational and external drivers for change, gaining respect, building trust and inspiring clients by anticipating their needs and exceeding expectations within the PLS industry
  
• You will have experience of building sustainable senior client relationships and be recognised and respected by clients and colleagues as a knowledgeable, valued and trusted professional.
  
• You will have a track record of building and developing high performing teams.
  
• You will have a sound understanding of emerging technologies and their applications to improve HCP/patient and employee experiences
  

Preferred skills

Minimum years experience required

Additional application instructions