PwC expands business transformation consulting offering with new Chief Experience Officer hire

PwC has hired Roger Gagnon to the newly created role of Chief Experience Officer (CXO) in its Consulting practice, to evolve the firm’s approach to business transformation by bringing in experience strategy, design, and user experience (UX) capabilities.

With more than 15 years’ experience working in insight, strategy, design and UX teams around the world, Roger has helped transform some of the world’s most admired businesses and brands.

Roger Gagnon commented: “PwC believes that combining business, experience and technology is critical to delivering real transformative outcomes for our clients. I’m excited to build our new experience strategy and design group in the UK, and I’m thrilled to have the opportunity to work with some really smart people – from business and technology strategy, to tax, and assurance – to build on the success that we’ve seen in the United States and Asia working this way, and to create something special and different for this market and our clients.”

Prior to joining PwC, Roger held senior global leadership positions at digital agency Critical Mass, financial services consultancy Capco, RAPP Worldwide, where he was SVP customer experience strategy, and most recently as the UK&I MD of Idea Couture. He will use his previous agency and professional services experience to grow the UK’s best experience strategy, design and UX talent alongside PwC’s existing customer and technology consulting capabilities.

He will also ensure that the newly-formed experience team works closely with a multidisciplinary group of business strategists and technologists from across the firm.

Colin Light, digital consulting leader at PwC, said: “Many of our clients operate in complex regulatory environments, and have complex transformation needs. Our new approach to Consulting – which centres on combining business, experience and technology to accelerate business transformation – will help clients move more quickly in a post-digital world where their old methods just aren’t working anymore. At PwC we passionately believe that digital must be embedded across all of our business rather than within a specialist “digital” group. Roger is a recognised leader in his field, and he’s a hands-on practitioner who brings a wealth of strategy and execution experience to the table. We’re excited to work with Roger to embed human insights and user-centred design at the heart of our Consulting approach to transformation.”

Source: PwC

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