Customer Listening & Insights Specialist (Manager)

About the role

PwC Australia is looking for a Customer Listening & Insights Specialist (Manager) to lead the Client Listening program for its Advisory business and Priority Account program. You will work with internal stakeholders across Advisory, Priority Accounts, account teams and firmwide functions, turning client feedback into meaningful action.

Key responsibilities

• Lead delivery of the Client Listening program, increasing feedback volumes and helping stakeholders use feedback effectively
• Facilitate closing-the-loop practices and reduce friction in collecting and acting on feedback
• Build relationships with Advisory Markets and Operations leaders, the Priority Account Program Lead, Lead Client Partners, account teams and the Salesforce team
• Identify, lead and execute projects that improve Client Listening processes
• Coordinate client conversations, including PDR and independent senior partner conversations, record quality notes in Salesforce and complete deep dives on insights
• Support regular reporting and analysis of client feedback to inform strategy

Required profile

• 5-7+ years of experience in client listening, client experience, program management or a related role in professional services, consulting or a B2B environment
• Experience managing complex client feedback programs and driving improvements
• Ability to drive change in large, matrixed organisations
• Desirable: experience in professional services, consulting or B2B environments

Required skills

• Understanding of client experience frameworks and tools, able to embed them in business processes
• Project leadership and stakeholder management
• Interpersonal and communication skills, with the ability to influence across teams and levels
• Desirable: familiarity with Salesforce or another CRM platform

What we offer

• Flexible working arrangements
• Career progression with continuous learning and leadership development
• Leave including floating public holidays, birthday leave and additional leave on top of four weeks
• Parental leave of up to 26 weeks