Customer & Business Transformation - Manager

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Manager

Job Description & Summary

Are you ready to accelerate your career in insurance transformation? As a Manager within PwC’s Insurance Consulting team, you’ll play a hands-on role in delivering impactful projects across underwriting, claims, policy administration, and distribution. You’ll work closely with senior client stakeholders to design and implement innovative solutions that enhance customer experience, drive operational efficiency, and support business growth. Drawing on your structured problem-solving skills, business analysis expertise, and familiarity with digital and agile methodologies, you’ll lead cross-functional teams, manage project lifecycles, and help shape the future of insurance operations.  

You’ll have the opportunity to collaborate on solutions at the intersection of regulation and technology—such as InsurTech, AI, and cloud—while building trusted relationships with clients and colleagues. If you thrive in dynamic environments, value teamwork, and are passionate about making a difference, we invite you to grow your career with PwC. 

Your 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 organizational 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, analyze, and recommend enhancements in insurer processes, systems, and workforce capabilities to optimize 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 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, 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 5 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 (i.e. Salesforce) or

• 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 c