Customer & Business Transformation - Senior Manager
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.
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 organisational 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, analyse, and recommend enhancements in insurer processes, systems, and workforce capabilities to optimise 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 life‑cycle 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).
Strong understanding of insurance customer journeys with a clear perspective on improvement opportunities leveraging technology solutions (e.g., 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.
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 are committed to providing reasonable accommodation to individuals with disabilities throughout the application and interview process.
We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive employee benefits, and flexibility programs that help you thrive in work and life.
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