Customer Experience Transformation Lead

PwC New Zealand; Auckland; Hybrid; NZD 70,000 - 110,000; Full time

Benefits offered by this job

Discretionary bonus opportunities

Wellbeing allowance

Flexible working

Group health insurance

Job summary

PwC New Zealand is seeking expressions of interest from Analysts, Senior Analysts and Managers to help organisations become more customer-led by shaping customer strategies, journeys and experiences across digital channels and CRM platforms.

You will work with PwC teams to solve complex challenges at the intersection of customer strategy, service design, and operating model transformation, translating insights into practical implementation.

Qualifications

• Foundational experience in customer, digital, research, design, analytics, product or transformation.
• Independent ownership of analysis, research, design or delivery and engaging confidently with clients.
• Experience leading client engagements, workstreams and teams, shaping customer experience transformations.

Responsibilities

• Shaping customer strategies and leading customer experience, service design and digital transformation initiatives.
• Using customer research, data and human-centred design to reimagine journeys, products, services and operating models.
• Supporting CRM, digital platform, contact-centre and customer service transformations from strategy through implementation.
• Building business cases, facilitating workshops, and engaging senior stakeholders to deliver practical outcomes.

Skills

Analytical thinking

Customer research

Design thinking

Data analysis

Transformation experience

Job description

PwC New Zealand is seeking expressions of interest from Analysts, Senior Analysts and Managers to help organisations become more customer-led by shaping customer strategies, journeys and experiences across digital channels and CRM platforms.

You will work with PwC teams to solve complex challenges at the intersection of customer strategy, service design, and operating model transformation, translating insights into practical implementation.