Senior Manager, Customer and Business Transformation - Insurance

About the role

PwC's Insurance Consulting team in Dublin is looking for a Customer and Business Transformation Senior Manager to lead end-to-end programmes across underwriting, claims, policy administration and distribution. Working in a hybrid model, you will partner with senior client executives to redesign operating models, improve customer experience and deliver digital transformation at scale, covering areas such as strategy, operating model design, customer experience, digital transformation, process improvement and organisational change.

Key responsibilities

• Deliver projects across strategy, operating model design, customer experience, digital transformation, process improvement and organisational change, drawing on knowledge of underwriting, claims, policy administration, actuarial functions and distribution.
• Identify and pursue opportunities to add value for clients across the insurance value chain using PwC's insurance consulting services and global network.
• Apply structured problem solving, business analysis, data analytics, design thinking and lean/agile methods to improve efficiency, customer satisfaction and growth.
• Analyse and recommend improvements to insurer processes, systems and workforce capabilities.
• Gather and define business requirements with actuaries, underwriters, claims teams, IT and distribution partners.
• Lead and motivate cross-functional project teams, manage the full project lifecycle from business case to deployment, and communicate complex transformation concepts to C-suite executives and technical teams.
• Shape solutions to regulatory change, digital disruption and emerging technologies such as InsurTech, AI and cloud.

Required profile

• 8 years of experience delivering large-scale transformation programmes in the insurance sector (life, non-life, re-insurance or specialty lines) within a consulting environment.
• Strong understanding of insurance customer journeys and improvement opportunities, ideally with a view to technology solutions such as Salesforce.
• Background in insurance operations, digital transformation, operational excellence or strategy consulting.
• Excellent client management, verbal and written communication, and presentation skills at senior leadership and board levels.
• Deep knowledge of insurance market dynamics, regulation and technology trends.
• Ideally: business process mapping, workshop facilitation, PowerPoint and Excel, and certifications such as Lean Six Sigma, Agile, PMI-PMP or BCS Business Analysis; familiarity with core systems like Salesforce and Guidewire.