Customer & Business Transformation - Director

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Operations

Management Level

Director

Job Description & Summary

Join PwC as a Director in our Insurance Consulting practice, where you’ll shape the strategic transformation agenda for leading insurers. In this pivotal role, you’ll partner with C-suite executives to reimagine operating models, drive digital innovation, and deliver complex, end-to-end programmes that redefine customer experience and operational excellence across underwriting, claims, policy administration, and distribution. Your expertise in structured problem solving, business analysis, and agile methodologies will empower you to lead high-performing teams, influence board-level decision-making, and unlock sustainable growth for our clients 

 

You’ll be at the forefront of industry change—advising on regulatory shifts, emerging technologies such as InsurTech, AI, and cloud, and shaping innovative solutions that keep our clients ahead in a dynamic market. If you are a visionary leader who thrives in complex environments, values collaboration, and is passionate about making a lasting impact, we invite you to bring your expertise to PwC and help us reimagine what’s possible in insurance. 

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 10 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 or