PwC's Global Mobility Services, the business operating unit that assists companies in managing their global workforce, is currently experiencing incredible change, and as a result, the substance of its services is becoming increasingly complex. While on the one hand, forces such as tighter regulatory controls are impacting the business's subject, on the other, the ongoing disruptive transformation of the entire society tampers the service provider's business model. Thus the burden of understanding the customers and putting them at the centre of providing professional consulting and compliance services weigh more substantial than ever.

The Bachelor Thesis provides the principal with a comprehensive understanding of its client's challenges, priorities, values, and needs. The goal of the paper is to gain insights on customer's thinking, behaviour, challenges, priorities, and eventually achieving a more meaningful customer intelligence. Inspired by the Design Thinking mind-set, the authors of this paper followed a multistage researched approach to analyse these various facets. Semi-structured interviews with crucial vested interest parties within the Global Mobility network have been conducted before establishing an online self-completion questionnaire. The later has already been shared throughout the PwC's network of member firms and acts as a blueprint for conducting customer research among Global Mobility Services customers.

The implemented survey has revealed that the Global Mobility landscape as such, is one of conflicting priorities and affected by continuous accelerating disruptions that require adaption. Swiss Global Mobility customers are faced today with many frictions when managing an evolving globally mobile workforce. In particular, the primary concerns are a matter of managing the broader risk while still being able not to lose track of changing regulatory requirements, and complying at the same time with their company's budget requirements. On the other hand, however, it has been found that the Global Mobility function as such, will experience massive transformation, which provides promising business opportunities. In addition to this the elements of value that matters most to customers when engaging with a third party vendor for Global Mobility services have been investigated.The customer understanding obtained provides PwC's decision-makers with the opportunity to adjust their products and services, design even new once, enhance the customer experiences, and eventually, the study provides the insights to prepare the business-operating unit today, for tomorrow.