Utilities CX Functional Analyst, Senior Associate

Specialty/Competency: Functional & Industry Technologies

Industry/Sector: Not Applicable

Time Type: Full time

Travel Requirements: Up to 60%

A career within Functional and Industry Technologies services will provide you with the opportunity to build secure and new digital experiences for customers, employees, and suppliers. We focus on improving apps or developing new apps for traditional and mobile devices as well as conducting usability testing to find ways to improve our clients' user experience.

Our team helps clients transform their business through enabling technologies across marketing, finance and operations in the functional areas such as Maximo and PowerPlant.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Use feedback and reflection to develop self awareness, personal strengths and address development areas.

  
  


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  Delegate to others to provide stretch opportunities, coaching them to deliver results.

  
  


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  Demonstrate critical thinking and the ability to bring order to unstructured problems.

  
  


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  Use a broad range of tools and techniques to extract insights from current industry or sector trends.

  
  


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  Review your work and that of others for quality, accuracy and relevance.

  
  


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  Know how and when to use tools available for a given situation and can explain the reasons for this choice.

  
  


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  Seek and embrace opportunities which give exposure to different situations, environments and perspectives.

  
  


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  Use straightforward communication, in a structured way, when influencing and connecting with others.

  
  


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  Able to read situations and modify behavior to build quality relationships.

  
  


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  Uphold the firm's code of ethics and business conduct.

  
  

Degree Required

Bachelor's degree

Minimum Years of Experience

4 years

Preferred Qualifications

Preferred Degree Required

Master's Degree

Preferred Certifications:

Integration certifications within SEW SCM / SmartCX, SEW SMW.

Preferred Fields of Study

Computer and Information Science, Computer Engineering, Management Information Systems

Preferred Knowledge/Skills

Demonstrates thorough abilities and/or a proven record of success as a technical lead or technical architect in implementing enterprise level applications in the following areas:

• Interfacing within several areas like IVR, call center KPIs, payment services, billing, collections, etc.;

  
  


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  Conducting journey mapping, persona creation and workshop management tools;

  
  


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  Delivering methodologies like Kanban, Scrum, and Scaled Agile Framework (SAFe);

  
  


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  Participating in various phases of the project life cycle from inception to implementation including ability to groom backlog, finalize sprint work allocation and status reporting;

  
  


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  Conducting client-facing workshops to identify current state, gaps, and opportunities for improvement within customer engagement, front-office and back-office processes and technology;

  
  


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  Defining and documenting customer journey maps, personas, scenarios, process flows, functional prototypes, and user stories;

  
  


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  Collaborating with client and internal product owners and developers to translate customer requirements into functional specifications and user acceptance criteria;

  
  


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  Facilitating the testing and validation of customer experience solutions and providing feedback and recommendations;

  
  


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  Monitoring and measuring customer experience metrics and KPIs and report on the performance and impact of implemented solutions to leadership audiences;

  
  


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  Staying updated on the latest trends and best practices in utilities and customer experience technology and suggest innovative ideas and solutions;

  
  


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  Providing oversight during the development lifecycle, managing defect resolution, and providing technical input/recommendations during testing phases for customer experience solution implementations;

  
  


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  Collaborating with internal and client stakeholders to build technology roadmaps and prioritization of initiatives based on understanding of effort, costs, and outcomes;

  
  


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  Participating in client discussions and meetings while presenting to groups virtually and in person;

  
  


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  Preparing concise, accurate documents and maintaining project economics while maintaining flexibility for unanticipated issues;

  
  


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  Creating an atmosphere of trust and seeking diverse views to encourage improvement and innovation;

  
  


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  Answering questions and providing direction to less-experienced staff; and,

  
  


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  Providing timely meaningful written and verbal feedback skills.

  
  

Learn more about how we work: