Customer Transformation - Expressions of interest

PwC South Africa; Auckland; On-site; Confidential; Full time

Benefits offered by this job

Discretionary bonus

Referral bonuses

Retail discounts

Wellbeing allowance

Job summary

PwC New Zealand is seeking a Management Level Associate to help shape customer strategies, lead customer experience and digital transformation initiatives across client engagements.

You will collaborate with PwC teams on customer research, journeys, CRM, platforms and operating models, driving practical outcomes and value for clients.

Qualifications

• Analytical problem-solving skills and curiosity about customer needs.
• Experience delivering customer journeys, service or operating model redesign, CRM, digital-channel or digital product transformation.
• Ability to engage confidently with clients and lead initiatives across customer strategy and experience.

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.
• Building business cases, facilitating workshops, and engaging senior stakeholders to deliver practical outcomes.

Skills

Analytical thinking

Problem solving

Client engagement

Job description

Management Level Associate Job Description & Summary

At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. As a customer consulting generalist at PwC, you will join other individuals who possess a broad range of skills and experience in customer consulting. You will analyse client needs, provide consulting services across different customer-related areas, and offer guidance and support to help clients develop and implement effective strategies to enhance their customer experience, drive business growth, and improve overall customer satisfaction. Our Consulting practice helps organisations solve complex problems and deliver sustained outcomes through strategy, transformation, technology, data and delivery. As our Customer Transformation capability grows, we’re inviting expressions of interest from Analysts, Senior Analysts and Managers who want to create better customer experiences and help organisations become more customer-led.

Ngča ʼnăk mo tėnei tūruła / About the role

Our Customer Transformation team help organisations understand their customers, reimagine experiences and services, and translate customer needs into meaningful business transformation. We work at the intersection of customer strategy, customer experience, service design, digital, technology and operating model transformation, helping clients move from customer insight and ambition through to practical implementation.

You’ll work with clients and multidisciplinary PwC teams to solve complex challenges across customer research and strategy, journeys and experience design, digital channels, CRM and customer platforms, operating models, process transformation and implementation; bringing together customer, commercial, operational and technology perspectives.

Your day-to-day could include: 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.

Ngča ʼnăk ka kawea mai e koe, ka whakawhanakehia ūnei i tėnei tūruła / Skills you will bring or develop in this role

We welcome different backgrounds and experience levels, whether gained in consulting or across customer experience, service design, digital, product, strategy, technology, transformation or related fields.

• Analyst: Foundational experience in customer, digital, research, design, analytics, product or transformation, with analytical problem-solving skills and curiosity about customer needs. You may have used customer, digital, analytics or design tools and human-centred approaches to turn insights into practical recommendations.
• Senior Analyst: Experience independently owning analysis, research, design or delivery and engaging confidently with clients. You may have delivered customer journeys, service or operating model redesign, CRM, digital-channel, customer-service or digital product transformation, balancing customer, commercial and operational priorities.
• Manager: Experience leading client engagements, workstreams and teams, and building trusted senior relationships. You’ll connect customer, business and technology perspectives to shape commercially grounded solutions and lead enterprise-wide customer experience transformation from strategy through implementation, including AI-enabled approaches.

If you don’t meet every requirement, we still want to hear from you—your skills and potential may be a great fit.

Ngča ōhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ

• Rewards – Discretionary bonus opportunities; generous referral bonuses; retail discounts and deals.
• Growth – Global network; leadership development; AI tools and training; formal learning pathways.
• Wellbeing – $250 annual wellbeing allowance; life and income protection; Sonder/EAP/Headspace; 15 days’ paid sick leave; group-rate health insurance (eligibility applies).
• Flexibility – Flexible working and a supportive coaching culture.
• Time off – Two paid recognition days during our annual summer shutdown period; purchase up to two extra weeks’ annual leave.
• WhĊŊu & community – Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave.

Mō te aha āu e tatari ana? / What are you waiting for?

If you’re passionate about understanding customers and designing better experiences, services and organisations around their needs, we’d love to hear from you.