Management Consulting Healthcare Customer Experience Director
Location: Boston Massachusetts
Description: PwC is at present recruited Management Consulting Healthcare Customer Experience Director right now, this position will be placed in Massachusetts. Further informations about this position opportunity kindly see the descriptions. Line of Service: Advisory
Industry: Healthcare Services
State & City: PA-Philadelphia
NY-New ! York
NJ-Florham Park
MA-Boston
IL-Chicago
CA-San Francisco
Travel Requirements: 81-100%
Position Type: Full Time
Auto req ID: 38914BR-2
PwC/LoS Overview:
Are you interested in the opportunity to work for an industry-leading firm that services Fortune 500 companies, and will give you the experience and exposure you need to build your career? If you are, then PricewaterhouseCoopers LLP (www.pwc.com/us) is the firm for you. PricewaterhouseCoopers LLP (PwC US) is well placed to help clients meet the challenges and opportunities of the US marketplace in the areas of assurance, tax, and advisory. We offer the perspective of being part of a global network of firms combined with detailed knowledge of local, state and US national issues. More than 169,000 people in over 158 countries across the PwC network are committed to deliver quality in assurance, tax and advisory services. People across the PwC network share ! knowledge, experience and solutions to develop fresh perspecti! ves and deliver practical advice.
At PwC US, you will be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued. We offer a flexible career progression model that allows for a variety of challenging opportunities throughout your career. We provide unparalleled coaching, mentoring, and career development programs; global opportunities; and state of the art technology-driven methodologies to help you provide quality service to our clients.
From strategy through execution, PwC Advisory helps clients build their next competitive advantage. As the world's second largest global consulting provider, we combine the breadth of knowledge of over 35,000 global professionals with deep industry knowledge to deliver custom solutions for our clients. A long history of working with many of the world's largest and most complex companies means we really understand the unique business challen! ges our clients face better than most consultancies.
Job Description:
Healthcare is a transforming industry due to legislative and regulatory demands, technology challenges, and societal trends. Our growing Health Industries Advisory practice provides management, technology and risk consulting services to help healthcare institutions around the world to anticipate and address their most complex business challenges. Our practitionars are supported by a dedicated health research unit, which is managed by a physician partner and provides our clients with cutting-edge intelligence, perspective, and analysis on issues transforming the health industry. Our professionals have deep health industry expertise and include physicians, nurses, system specialists, health policy analysts, actuaries, financial advisors, and data analysts. The Healthcare Advisory practice is aligned across: Healthcare Provider, Healthcare Payers, and Pharmaceutical and Life Science.
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PwC's Customer Competency is one of the most distinctive providers! of customer-centric business solutions. Focusing on Customer Strategy, Marketing, Sales, Service, and Pricing, we collaborate with our clients to reinvest in an organization where the customer is at the very center. We use a value-based approach to getting inside the minds of real consumers, coupled with a quantitative DNA that lets us analyze these insights with an economic filter, all the while applying a digital engagement lens to stay relevant to today's empowered customer. Our goal is to help our clients tackle the key strategic, organizational, operational and technological challenges as they relate to creating differentiated brand defining customer experiences, higher levels of loyalty, expanded market share, and generating sustainable revenue growth.
PricewaterhouseCoopers' customers cite our proven record of maintaining excellent relationships with our own customers as one important reason why they chose us to help them devise and implement their own cust! omer service strategies. As a member of the Customer Experience team, you will help:
- Define the desired customer experience through customer and market insight
- Align customer service channels, non-sales workforce, and other parts of the business with overall growth objectives to develop a well-conceived customer service strategy
- Leverage people, processes, and technology to establish a culture, commitment and infrastructure that supports the service strategy
- Identify and remedy billing and other performance issues that lead to customer dissatisfaction
Demonstrates proven industry and consulting expertise in the following areas:
- Conducting Voice of the Customer Analysis, both qualitative and quantitative (surveys, analytics, ethnographic studies and customer journey mapping);
- Determining adoption rates, price elasticity and major drivers of retention f! or customers;
- Analyzing customer economics, business performan! ce and cost to serve;
- Defining customer needs and purchase behaviors;
- Conducting customer segmentations and segmentation strategies to include utilization of socioeconomic, behavioral or attitudinal, and wants-and-needs based techniques;
- Performing capability gap analyses and other-related customer-facing capabilities;
- Developing customer-centric operating models to include Customer Experience Design;
- Performing statistical analyses, including various regression techniques, and segmentation using varying techniques, such as clustering analyses.
- Developing and implementing Go To Market models, including channel mix and partnerships, product and service bundling, sales organization models and value propositions;
- Understanding customer trends in the B2B and B2C space, as well as across industries;
Demonstrates expertise of managing and maintaining successful interactions with senior leadership in client organizations;
Demonstrates expertise in writing and visual communications abilities, leveraging communications between writing and visual to articulate presentations and reporting;
Prior consulting in a consulting role within a managerial capacity and an obtained Master's degree is preferred.
Skills Preferred:
Demonstrates proven leadership expertise, including the following:
- Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;
- Leveraging industry knowledge and analytical skills, especially as it relates to project management ! and project facilitation;
- Leading and/or facilitating teams an! d develop client proposals, leveraging extensive business development and relationship management know-how;
- Identifying and addressing client needs: developing and sustaining deep client relationships using networking, negotiation and persuasion skills to identify and sell potential new service opportunities; preparing and presenting complex written and verbal materials; and defining resource requirements, project workflow, budgets, billing and collection;
- Leading teams to generate a vision, establish direction and motivate members, create an atmosphere of trust, leverage diverse views, coach staff, and encourage improvement and innovation;
- Leveraging Business transformation skills with a track record of successful change enablement with quantifiable results;
- Utilizing analytical skills with the ability to translate complex problems into simple and actionable tasks.
- Building and sustaining extensive client relationships using net! working, negotiation and persuasion skills to identify and sell potential new strategic opportunities ideally in the $2-4 million range annually
Min Degree(s) and Certifications: Bachelor's Degree Required
Additional Requirements: Must be willing and able to travel 75% or more, depending
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If you were eligible to this position, please email us your resume, with salary requirements and a resume to PwC.
If you interested on this position just click on the Apply button, you will be redirected to the official website
This position starts available on: Sun, 10 Nov 2013 14:30:59 GMT
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