Claudia van den Heuvel, Senior Manager, Crisis and Continuity Management, PwC

Claudia is a Senior Manager in PWC’s Crisis and Continuity Management team, where she delivers a range of business resilience services with a focus on strategic crisis management and cyber incident response. She is a member of the firm’s Global Crisis Centre, a centre of excellence that supports clients in preparing for, responding to, and recovering from crises. Claudia has extensive experience in the development of plans, procedures and playbooks that enable effective leadership and business decision making in crisis response. She uses her subject matter knowledge of decision making under pressure and human factors in crisis to design and deliver highly realistic, immersive simulation exercises for strategic crisis management and leadership. She also assesses the intra- and inter-team behaviours of crisis teams in real and simulated incidents, and provides guidance and support for effective decision making in a crisis. Claudia is frequently involved in supporting clients in the response to crises, such as significant data breaches. She also conducts post- incident reviews following serious incidents or crises to enable organisations to learn and improve their resilience and crisis capability. She holds an MSc in Forensic & Investigative Psychology and a PhD in Critical Incident  Decision Making from the University of Liverpool.