Page 117 - Powerlist 2020

WHAT I DO
‘I’m not standing still’

DR HEATHER MELVILLE OBE

DIRECTOR AND HEAD OF CLIENT EXPERIENCE, PWC

his year I’m celebrating a 40-year career in the City, can we be a truly inclusive organisation. In my new role
doing what I love and continuing to deliver my as Director and Head of Client Experience for PwC UK, I’m
Tpurpose- and values-driven reputation, together thrilled to be leading a dynamic team of data scientists,
with a gentle, focused yet persuasive style, that is known for established marketers and client feedback specialists.
helping individuals and businesses to be successful. And as I Together, we’re designing outstanding Client Relationship
reach this milestone it’s great to reflect over the past 40 years, programmes, which are focused on delivering an exemplary
but also to look forward to the future and recognise that I’m single experience for our 65,000 clients and 22,000
definitely not standing still... employees, every time they engage with PwC.
I started my career many years ago at what was Midland In any one day, I could be speaking with a Chair or CEO
Bank, and progressed my way through a number of of a FTSE 100 firm, meeting former Presidents, addressing a
international banks, IBM, and ultimately RBS, where I held business audience for 300 senior leaders, attending events at
my first Director role. I was truly blessed to have leaders who Number 10 Downing Street, and most recently, visiting our
believed in me and sponsored me. exciting new building project in Belfast , which is currently
Starting out in business as a young, black woman in the a construction site – all to ensure we create an outstanding
1980s was naturally not always the easiest journey, but experience for our clients and our employees when they
staying true to my values and by being who I am, gave me engage with PwC.
the confidence and drive to pursue my goals and ambitions. Despite my ever busier schedule, it’s more important
And when I joined PwC the first thing my new boss and good than ever to use my position and experience to support
friend, Andy Woodfield, said to me was: “We hired you for the development of BAME talent, from early school right
who you are, so don’t please change one bit to try to ‘fit in’ through to that first role they may have secured in the
here at PwC, that’s not what we’re about.” corporate workplace.
And that’s when I knew I had made the right choice – Because driving a more diverse and inclusive business
because only by embracing our people to their fullest selves community is a job for all of us.

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