Customer Transformation - Expressions of interest

PwC; Auckland; On-site; NZD 65,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Referral bonuses

Retail discounts

Flexible working

Wellbeing allowance

Paid time off

Job summary

PwC NZ in Auckland seeks a Customer Transformation professional to help client organisations become more customer-led. You will join a team delivering customer strategy, experience design, CRM and operating-model transformation, turning insights into practical actions and measurable outcomes.

The role involves shaping journeys, reimagining products and services, and guiding organisations through strategy-to-implementation work with senior stakeholders.

Qualifications

• Analyst: Foundational experience in customer, digital, research, design, analytics or transformation.
• Senior Analyst: owns analysis/ delivery and engages with clients independently.
• Manager: leads engagements, builds senior relationships and shapes solutions.

Responsibilities

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

Skills

Analytical problem solving

Customer research

Human-centred design

Stakeholder 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.

Ngā kōrero mo tēnei tūranga / 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.

Ngā pūkenga ka kawea mai e koe, ka whakawhanakehia rānei i tēnei tūranga / 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.

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