Integrated-Strategy & Operations-Associate 2-Bangalore

PwC; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

PwC Acceleration Center India in Bengaluru is seeking an Integrated-Strategy & Operations Associate 2 to enhance customer experiences by analyzing client needs and shaping CX solutions across advisory, assurance, tax and business services.

As part of the Customer practice, you will own discovery, research, journey mapping, and requirements definition, collaborating with cross‑functional teams to deliver implementable outcomes.

Qualifications

• Bachelor’s degree required; at least 2 years of experience.
• Proficiency in English (oral and written) required.
• Strong communication, analysis, and stakeholder management skills.

Responsibilities

• Structure ambiguous problems and translate into business and functional requirements.
• Lead discovery workshops and stakeholder interviews.
• Develop customer research, journey maps and experience artifacts.
• Collaborate across business, product, design, data, and technology.
• Prepare client‑ready presentations and support delivery activities.

Skills

CX strategy

Stakeholder interviews

Journey mapping

Service design

Agile delivery

Education

Bachelor's degree

Tools

Microsoft Office

Miro

Figma

Guidewire

Salesforce Sales Cloud

Google Analytics

Adobe Experience Cloud

Job description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands‑on learning, cutting‑edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As an Integrated-Strategy & Operations-Associate 2, you will play a pivotal role in enhancing customer experiences by analyzing client needs and developing customer‑centric solutions. Within our Customer practice, you will focus on creating seamless and personalized experiences that drive satisfaction and loyalty. As an Associate, you will contribute to client engagements and projects, developing your skills and knowledge to deliver quality work. You will be exposed to clients, learning how to build meaningful connections and manage diverse perspectives, while growing your personal brand and technical skills.

In this role at PwC Acceleration Center India, you will adapt to working with a variety of clients and team members, each presenting unique challenges and scope. You will take ownership of your development, applying a learning mindset to sustain performance and potential. By actively listening and expressing ideas clearly, you will gather information from various sources to analyze facts and discerning patterns. Your commitment to understanding business operations and building commercial awareness will be key as you navigate through the firm, opening doors to more opportunities and contributing to the success of your team.

Responsibilities

We are looking for customer‑focused, business‑first professionals who can operate across strategy, design, operations, product, and technology. This is a hands‑on consulting role for individuals who can structure ambiguous problems, facilitate stakeholder alignment, and convert experience opportunities into implementation‑ready business and functional requirements. Ideal candidates will have:

• Relevant experience in customer experience strategy, service design, digital transformation, product delivery, or business analysis within consulting or a global delivery environment.

• Understanding customer experience frameworks, human‑centered design, journey mapping, service blueprinting, operating models, governance, and experience measurement.

• Hands‑on experience conducting discovery workshops, stakeholder interviews, qualitative or quantitative research, and current‑state assessments.

• Strong business analysis capabilities, including requirements of elicitation, process decomposition, functional analysis, traceability, prioritization, and solution validation.

• Experience translating research, business objectives, operational needs, and technology constraints into clear experience concepts and actionable requirements.

• Familiarity with digital experience ecosystems, including CRM, customer portals, commerce, marketing technology, contact centers, service management, identity, data, analytics, and integration platforms.

• Working knowledge of Agile delivery practices, including epics, features, user stories, acceptance criteria, functional specifications, backlog refinement, sprint readiness, and release prioritization.

• Ability to connect frontstage customer interactions with backstage processes, roles, systems, data, controls, and organizational capabilities.

• Strong analytical thinking, synthesis, problem‑solving, facilitation, and executive communication skills.

• Exposure to clients and stakeholders in a cross‑functional and global environment.

• Own defined components of discovery, customer research, current‑state assessment, persona development, journey mapping, service blueprinting, market analysis, opportunity identification, process design, requirements definition, Agile delivery, testing, and client‑ready documentation.

• Synthesize customer, stakeholder, market, and operational inputs into clear insights and recommendations, connecting findings to customer needs, business priorities, and experience opportunities.

• Collaborate effectively with cross‑functional teams across business, product, design, data, architecture, and technology.

• Build and facilitate defined portions of discovery, research, co‑creation, journey mapping, and requirements‑gathering workshops.

• Translate customer and business needs into clear strategic recommendations, experience artifacts, and implementation‑ready requirements.

• Support backlog refinement, testing, defect clarification, release readiness, and delivery activities.

• Demonstrate strong attention to quality, documentation, and stakeholder communication.

• Translate insights into future‑state experience concepts and strategic artifacts, such as experience principles, future‑state journeys, opportunity areas, prioritized recommendations, and CX roadmaps.

• Contribute to client storytelling and strategic recommendations, developing clear, visually compelling client‑ready materials and confidently presenting portions of the work to client stakeholders.

• Skills Preferred: Candidates should be able to demonstrate customer transformation consulting capabilities across the following areas: CX Strategy, Research & Experience Design

  • Plan and conduct stakeholder interviews, discovery workshops, customer research, and co‑creation sessions to understand customer expectations, pain points, business priorities, and operational constraints.
  • Synthesize research and workshop outputs into insights, personas, journey maps, experience principles, opportunity areas, and measurable experience outcomes.
  • Define future‑state customer and employee experiences across web, mobile, portals, contact centers, sales, service, marketing, and other assisted or digital channels.
  • Create journey maps, service blueprints, experience blueprints, ecosystem maps, and future‑state experience visions.
  • Develop CX strategies, capability roadmaps, MVP recommendations, and phased transformation plans that balance customer value, business impact, feasibility, and delivery risk.
  • Apply market research, customer insights, analytics, and emerging experience trends to identify opportunities and shape strategic recommendations.
  • Ability to work with clients to understand detailed requirements define end‑to‑end CX strategies that meet client needs and vision.
  • Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile‑first and responsive design.
  • A solid grasp of user‑centereddesign (UCD), planning and conducting design research, user testing.
  • Experience in qualitative and quantitative research methodologies, including interviews, surveys, journey mapping & workshops.
  • Strong analytical and synthesis skills: ability to translate complex, ambiguous research data into clear strategic frameworks, insights, and recommendations.
  • Experience creating service blueprints, ecosystem maps, and future‑state experience visions that connect front‑stage customer interactions with backstage operations and systems.
  • Excellent communication, facilitation, and stakeholder management skills.
  • Ability to work collaboratively in fast‑paced, cross‑functional, and client‑facing environments.
  • Passion for customer experience strategy, innovation, and solving complex user and business challenges.
  • Be passionate about all things CX Strategy, experience innovation. UX and other areas of design and innovation.
  • Research and showcase knowledge in the industry’s latest trends and technologies.
  • Ability to communicate ideas visually through low‑fidelity wireframes, workflows, sketches, or conceptual prototypes.
  • Ability to leverage generative AI tools to accelerate research synthesis, insight generation, persona development, and strategic storytelling.
  • Familiar with AI‑assisted workflows to optimize strategic and design outputs.

• Client, Change & Practice Contribution

  • Contribute to customer experience and business transformation engagements, including implementation roadmaps, operating model changes, adoption planning, and change management.
  • Develop stakeholder communications, training materials, process guidance, and enablement content to support solution adoption.
  • Coordinate across business, product, design, technology, and delivery teams to manage dependencies, risks, decisions, and implementation readiness.
  • Develop high‑quality client‑facing presentations, executive summaries, proposals, and recommendations.
  • Participate in business development activities, including proposal development, solution design, capability demonstrations, and creation of reusable assets.

• & BUSINESS ANALYST Customer Experience Strategy & Business Analysis helps clients define and deliver connected customer and employee experiences by combining human‑centered research, experience strategy, process design, and structured business analysis. The offering translates customer insights and business priorities into future‑state journeys, operating processes, solution requirements, and executable transformation roadmaps across sales, service, marketing, commerce, and digital platforms. Tools & System:

  • Proficiency in Microsoft Suite and strategic storytelling tools isa must. Working knowledge of Miro or equivalent workshop facilitation tools isrequired. Familiarity with UX toolslikeFigma, Guidewireisamust.
  • Experience with AI‑assisted research and design tools.
  • Business Analyst - Salesforce Sales Cloud, Service Cloud, Adobe Experience Cloud, Google Analytics,and other leading tools.

What You Must Have

• At least a Bachelor’s degree
• At least 2 years of experience
• Oral and written proficiency in English required

What Sets You Apart

• Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
• Demonstrating skills in Customer Experience (CX) Design and Strategy
• Utilizing Customer Relationship Management tools effectively
• Engaging in Customer Journey Analysis and Customer Segmentation
• Applying Business Process Improvement techniques
• Excelling in Customer Data Management (CDM) and Customer Satisfaction analysis
• Participating in Service Design and Customer Value Proposition (CVP) development

Travel Requirements

Up to 40%