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.
Key Responsibilities
Develop a deep understanding of insurance industry operations, including underwriting, claims management, policy administration, actuarial functions, and distribution channels.
Use this knowledge to deliver impactful projects across 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.
Gather and define detailed business requirements through 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 to 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.
Build 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.
Skills and Attributes for Success
8+ years delivering large-scale transformation programmes within the insurance sector (life, non-life, re-insurance, specialty lines) in a consulting environment.
Strong understanding of Insurance customer journeys and technology solutions such as Salesforce.
Background in insurance business operations, digital transformation, operational excellence, or strategy consulting.
Excellent client-management skills with ability to build trusted advisor relationships within complex insurance organisations.
Outstanding verbal and written communication skills, including presentation experience at senior leadership and board levels.
Deep knowledge of current insurance market dynamics, regulatory environments, and technology trends (InsurTech, AI, cloud).
Ability to quickly establish credibility and influence diverse client stakeholders through professional expertise and solution-oriented mindset.
Additional (preferred) capabilities: business process mapping, requirements elicitation, data analytics, solution design for insurance workflows, workshop facilitation, team consensus building, PowerPoint presentation design, advanced analytic skills in Excel or insurance analytics tools, Lean Six Sigma, Agile, PMI-PMP or BCS Business Analysis certifications, familiarity with insurance core systems such as Salesforce or Guidewire.
What We Look For
We value professionals who are motivated, passionate about consulting, thrive in dynamic environments, tackle complex problems with creativity, enthusiasm and resilience, and are effective team players embracing PwC's values of acting with integrity, making a difference, caring, working together and re-imagining the possible.
Equal Opportunity Statement
We are an equal opportunity employer and we value diversity.
We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
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