Customer Transformation - CX & Service Design - Associate Director

PwC; Auckland; Hybrid; NZD 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working

Health insurance

Paid parental leave

EAP/Headspace

Discretionary bonus

Job summary

PwC New Zealand in Auckland seeks an experienced Associate Director to lead customer transformation programs, shaping our market offering and delivering measurable client outcomes. You will coach diverse teams and work with senior leaders across public and private sectors to grow PwC's Customer Transformation practice.

You'll collaborate with PwC's global experts to bring innovative thinking on customer experience, design, and emerging technology while building enduring client relationships and

Qualifications

• 8+ years across service design, customer experience, or transformation.
• Experience with senior stakeholders and complex engagements.
• Ability to lead multi-disciplinary teams and deliver measurable outcomes.

Responsibilities

• Lead complex, multi-disciplinary transformation programmes.
• Provide senior leadership, coaching, and culture development.
• Advise executives on customer strategy, service design and AI use.
• Lead cross-functional teams ensuring quality and client outcomes.
• Drive business development and client relationships.
• Shape strategy, market profile, and growth of the practice.
• Collaborate with PwC's global experts on innovative thinking.

Skills

Design thinking

Human-centred design

Stakeholder management

Executive facilitation

Leadership

Business transformation

Education

Relevant qualification in Design/UX/Business

Tools

AI-enabled design

Job description

Management Level Senior Manager

Job Description & Summary

Kia ora,

At PwC, our purpose is clear: to build trust in society and solve important problems.

Join our diverse whānau of experts and be supported with coaching, flexibility, and a culture where you truly belong. Here, you'll work with world-leading technology - including A.I. - bringing your people- focused skills and experience to deliver outcomes that matter.

This is a place to keep growing. You'll learn from the best, take on meaningful challenges, and make a lasting impact for our clients, our communities, and Aotearoa.

Ngā Kōrero mo tēnei tūranga / About the role

PwC New Zealand's Customer Transformation team sits at the intersection of strategy, service design, and technology. We're looking for an experienced Associate Director in Auckland to take a senior leadership role in the team ; shaping our market offering, leading complex client engagements, developing talented people, and bringing a strong point of view on what great customer experience looks like now and in the future.

You'll work with senior leaders across public and private sector clients, help grow PwC's Customer Transformation practice, tap into our global Customer network, and access the scale, variety, and investment needed to deliver meaningful transformation.

Key Responsibilities

• Lead complex, multi-disciplinary transformation programmes that reshape operating models, services, and channels around the customer.
• Provide senior leadership to the Auckland team, coaching leaders and practitioners while helping shape a high-performing, inclusive culture as the practice grows.
• Advise executive stakeholders on customer strategy, service and experience design, and the responsible application of AI and emerging technology.
• Lead cross-functional teams of strategists, designers, data specialists, and technologists, ensuring quality, commercial discipline, and measurable client outcomes.
• Drive business development by originating opportunities, leading proposals and pitches, and building enduring relationships with senior clients.
• Contribute to the strategic direction, market profile, and commercial growth of the Customer Transformation practice.
• Collaborate with PwC's global experts to bring innovative thinking, leading practices, and specialist capability to clients.

Ngā pūkenga kei a koe / Skills and experience

• A relevant qualification in Design, Psychology, Business, Human-Centred Design or a related discipline.
• 8+ years' experience across service design, customer experience, business transformation or consulting, ideally within financial services, professional services, the public sector or complex enterprise environments.
• A strong track record of leading large or complex engagements, applying human-centred design and customer experience methodologies to deliver measurable strategic and commercial outcomes.
• Executive-level facilitation, stakeholder management and communication skills, with the credibility to influence senior decision-makers, navigate ambiguity and translate complex challenges into clear recommendations, business cases, transformation roadmaps and executive-ready deliverables.
• Proven leadership across multiple engagements or workstreams, including setting strategic direction, overseeing discovery and design activities, and managing quality, risk, commercial performance, resourcing and high-performing teams.
• A commercially minded and collaborative approach, with demonstrated success in originating opportunities, leading proposals, growing key accounts and building trusted senior client relationships.
• A credible market perspective on customer transformation, service design and emerging technology, with the ability to strengthen the practice's profile and proposition.

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ

• Growth - Global network; leadership development; A.I. tools and training; formal learning pathways
• Reputation - PwC is known for shaping tomorrow. Join us and you'll accelerate your career while helping clients and communities solve their most important problems.
• Wellbeing - Life & income protection; Sonder/EAP/Headspace; 15 days ' paid sick leave; group-rate health insurance (eligibility applies)
• Flexibility - Flexible working; supportive coaching culture
• Time off - Purchase up to two extra weeks' annual leave; two recognition days provided each year; annual summer shutdown period
• Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave
• Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals

Mo te aha tāu e tatari ana? / What are you waiting for?

Belong to a community of problem solvers where differences are embraced. We'll empower you with technology, coaching, flexibility and trust to make a meaningful difference.

Learn more on our careers site at https://www.pwc