Experience Architect at PricewaterhouseCoopers (PwC)

Line of Service
Advisory
Specialism
Experience
Management Level
Senior Associate

Job Description & Summary
A career in our Technology Consulting practice, within General Consulting services, will provide you with the opportunity to help clients seize essential advantages by working alongside business leaders to solve their toughest problems and capture their greatest opportunities. We work with some of the world’s largest and most complex companies to understand their unique business issues and opportunities in an ever changing environment. We help create sustainable change by stimulating innovation, unlocking data possibilities, navigating risk and regulatory complexity, optimising deals, and aligning costs with business strategy to create a competitive advantage.

As a member of the team, you’ll work with clients to define their vision and plan how to get there. We deliver the technological solutions organisations need to compete and grow and build a lasting legacy of improvement and performance, partnering with best in class technologies and solution sets. In joining, you’ll help our clients understand and evolve the way they align Information Technology with their business strategy, create integrated end to end solutions, and use enterprise applications to solve complex business problems.
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 an authentic and inclusive leader, at all grades/levels and in all lines of service. 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.
• Delegate to others to provide stretch opportunities and coach to help deliver results.
• Develop new ideas and propose innovative solutions to problems.
• Use a broad range of tools and techniques to extract insights from from current trends in business area.
• Review your work and that of others for quality, accuracy and relevance.
• Share relevant thought leadership.
• Use straightforward communication, in a structured way, when influencing others.
• Able to read situations and modify behavior to build quality, diverse relationships.
• Uphold the firm's code of ethics and business conduct.

The Experience Architect is responsible for supporting the Experience Strategist and the Solution Designers in creating bespoke, immersive, breakthrough experiences and managing Experience Centre facility. He/ She is a client service professional and often the first point of client contact for the facility, and is therefore a brand ambassador for the Experience Centre. The incumbent is responsible for the management and maintenance of Experience Centre facility (including all stock and experience libraries) and the planning, coordination and execution of a memorable client experience that enables and supports the design agenda prepared by the Experience Strategist/ Designer. This requires careful consideration of client contact points from enquiry/ reservation, through dry-runs and set-up, to the successful and consistent execution of the experience to ensure client delight.This role is also responsible for all daily operational and maintenance activities related to Experience Centre as well as logistics involved with stock maintenance and client sessions.

As the Experience Architect, you are the glue that keeps all the elements required to deliver a transformative experience together. This requires working closely with the Experience Strategist/ Designer, the client, the PwC engagement team and technology support to plan and consistently deliver best-in-class experiences. You will anticipate all operational, coordination and logistical requirements of session participants and ensure seamless execution. From the first point of contact to the conclusion of session, the client and all other participants should experience utter professionalism overlaid with the unique and thoughtful touches that differentiate an Experience Centre engagement. You will also be responsible for ensuring that the facility space, user manuals and supporting materials are consistently maintained, serviced and updated, guiding and coordinating internal and external service providers to ensure all elements and inputs meet Experience Centre standards.

To be successful in this role you will have experience in top-tier event planning and management, marketing, communication, front-of-house client engagement and supplier management. An understanding of the professional services environment and curiosity about the impact digital/ emerging technologies can make on group experiences will be a distinct advantage.

You will report to the Experience Strategist and work closely with Experience Centre team, PwC facility management and catering, as well as external contractors and service providers. The outcome of your efforts will yield unique, differentiated experiences resulting in top client satisfaction ratings, repeat clients and market differentiation.

In order to execute on these accountabilities, you will:

• Operationally manage the daily running & upkeep of the facility
• Work with caterers to design and create fresh innovative menu’s
• Manage stock and procurement of Experience Centre and client session specific items (experience libraries, facilitation props and tools, stationary, refreshments etc.)
• Work closely with PwC facility management, security and catering teams
• Manage general Experience Centre mailbox for enquiries and respond to all requests within 24 hours
• Ensure all internal firm protocols are followed with client engagements (e.g. informing the client service partner of client bookings, independence checks, contractor management)
• Coordinate and manage Experience Centre calendar (including updating Salesforce) to ensure timeous event planning and responses and eliminate conflicts
• Support Experience Centre team to respond to client requests and schedule planning sessions/ design meetings (including confirmation of facilitator/s, artist, technology support, caterer, photographer, videographer & other vendors)
• Ensure that each client engagement is a new and fresh experience
• Work with the Solution Designer to schedule and coordinate dry-runs, ensuring all key stakeholders are present (client, engagement team & EC team)
• Support facilitation team with room set up, artwork content and any additional session requirements
• Coordinate and deliver concierge-like entry and in-session support services to guests
• Work with OPF to ensure timeous payment of all vendor invoices
• Keep up to date files and records for each event
• Manage and report on all stock procurement, session expenses and general maintenance to OPF.

FINANCIAL

• Accurate and up-to-date reporting on facility expenses (contractors, session expenses, stock and maintenance

MINIMUM QUALIFICATIONS

• Bachelor degree/ industry-relevant diploma with expertise in Events Management/ Coordination and/ or Marketing

EXPERIENCE

• At least 5 years professional experience in a events management/ coordination, marketing and/ or experience design
• Financial and vendor management
• Communication
• Development and delivery of marketing collateral
• Project Management
• A successful track record of increasingly responsible and complex positions in people centred industries.

SKILLS

• Ability to consistently muster exceptional levels of energy, enthusiasm, creativity and resilience to plan and execute activities necessary to exceed client expectations
• Engage professionally and effectively with C-suite level clients to drive problem solving of operational and logistical issues
• Understand the benefits that different practice areas and tools contribute (specifically within the context of PwC partners and BxT), and leverage these practice areas and tools to deliver superior value to clients
• Ability to identify activities that add additional experiential value to clients and makes suggestions to senior colleagues
• Identify potential barriers to delivering client value and communicates them honestly to senior colleagues within appropriate settings
• Demonstrate an understanding of interpersonal and content issues, highlighting the implications to senior colleagues to address if required
• Leverage own knowledge, experience and networks to develop unique solutions to client’s challenges
• Data collection, analysis and reporting that demonstrates EC client and firm impact
• Communicate clearly & effectively
• Demonstrate a positive team spirit, seeking to collaborate with and assist team members to foster a positive engagement/project experience for the team as well as for the client/firm
• Proactive and efficient problem solving
• Demonstrate the PwC values in all interactions with colleagues and clients
• Ability to identify gaps in current experiences and service offerings and make recommendations to develop new solutions

Education

• Degrees/Field of Study required:Degrees/Field of Study preferred:

Available for Work Visa Sponsorship?
No
Government Clearance Required?
Yes
Job Posting End Date
February 21, 2020