Customer Transformation – CX & Service Design Manager

PwC; Wellington; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Discretionary bonus

Referral bonuses

Retail discounts & deals

Wellbeing allowance

Paid sick leave

Group-rate health insurance

Paid parental leave

Volunteering leave

Flexible working

Job summary

PwC Wellington seeks a Customer Transformation - CX & Service Design Manager to lead end-to-end customer transformation and service design engagements. You will partner with senior stakeholders, guide multidisciplinary teams, and translate research into executive-ready outputs such as journey maps and service blueprints.

The role requires 5+ years in CX/UX or service design, strong facilitation and storytelling, and the ability to balance leadership with hands-on delivery in a fast-paced,

Qualifications

• 5+ years' relevant experience in CX/UX/service design across complex engagements.
• Track record applying human-centred design and design thinking to business problems.
• Strong facilitation, stakeholder management, and storytelling skills.

Responsibilities

• Supporting end-to-end customer transformation and service design engagements.
• Facilitating workshops and translating research into actionable outputs.
• Leading multiple workstreams and coaching junior team members.
• Collaborating with senior stakeholders and multidisciplinary teams to shape outcomes.
• Contributing to proposals and growing PwC's Customer Transformation capability.

Skills

CX

UX/UI

Service design

Visual design

Facilitation

Stakeholder management

Storytelling

Consulting instincts

Collaboration

Tools

Figma

FigJam

Miro

Illustrator

Job description

Customer Transformation - CX & Service Design Manager

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

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.

PwC New Zealand's Customer Transformation team sits at the intersection of strategy, customer experience, service design and technology.

Join our Wellington Human-centred design team and help organisations reimagine the services and experiences that matter most to their customers and communities.

You'll work on complex, large-scale transformation programmes spanning multiple services, stakeholder groups and parts of an organisation, giving you the opportunity to influence change at a scale often difficult to achieve in a traditional agency environment.

Your day-to-day could include:

Supporting high-impact, end-to-end customer transformation and service design engagements, moving confidently between setting direction and hands-on delivery.

Supportingdiscovery and facilitating workshops that bring different perspectives together, creating clarity from ambiguity and building momentum towards a compelling future state.

Partnering with senior stakeholders, technical practitioners and multidisciplinary teams to navigate complex organisational contexts and shape practical, human-centred outcomes.

Translating research and insights into clear, executive-ready outputs, including customer journey maps, service blueprints, CX, UX, UI, business cases, recommendations and compelling stories.

Leading multiple workstreams and smaller project teams, while coaching junior team members and supporting their development.

Contributing to proposals and new opportunities, and help strengthen and grow our Customer Transformation design capability across Aotearoa.

5+ years' relevant experience, with broad capability across areas such as customer experience (CX), UX/UI, visual or service design. You can operate confidently across complex engagements and balance leadership with hands-on delivery.

A track record of applying human-centred design and design thinking methodologies to complex business problems, translating discovery and research into actionable insights and measurable outcomes.

Strong facilitation, stakeholder management, communication and storytelling skills, with the confidence to engage senior clients, lead workshops and make complex ideas clear, compelling and actionable.

Strong consulting instincts and commercial awareness, with the judgement to navigate ambiguity and complex relationships, identify opportunities, challenge constructively and deliver high-quality outcomes across multiple workstreams.

A collaborative, empathetic, and energising approach. You bring people together, contribute positively to team culture, create momentum, and support junior team members to grow.

Experience may come from in-house, consulting or agency environments; exposure to more than one is useful but not essential.

Familiarity with tools such as Figma, FigJam, Miro or Illustrator may be helpful, but no specific qualification, certification or software package is required.

If you don't meet every requirement, we still want to hear from you. We value transferable experience, practitioner perspectives and potential, including experience gained outside consulting or overseas.

This is a manager-level role at PwC and is likely to align with Intermediate/Senior Designer level in the external market.

Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals

Growth - Global network; leadership development; A.I. tools and training; formal learning pathways

Wellbeing - $250 annual wellbeing allowance; Life & income protection; Sonder/EAP/Headspace; 15 days' paid sick leave; group-rate health insurance (eligibility applies)

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.

Flexibility - Flexible working; supportive coaching culture

Time off - Two paid recognition days off provided each year during our annual summer shutdown period; purchase up to two extra weeks' annual leave

Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave

Motuhake / Independence: Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process.

Tono tika mai / Please apply directly: We're not currently partnering with recruitment agencies for this role. If you'd like to be considered, please apply directly - we'd love to hear from you.

Nau mai ngā tono wawe / We encourage early applications: This role may close before the listed date if we identify a suitable candidate.

Atamai hangahanga / A.I. usage: Please note that secure, A.I.-enabled tools may support parts of our recruitment process, but all applications are reviewed and decisions made by our people.