Customer Transformation - Expressions of interest

PwC New Zealand; Wellington; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Discretionary bonus opportunities

AI tools and training

Wellbeing allowance

Flexible working

Job summary

PwC New Zealand in Wellington is inviting expressions of interest from Analysts, Senior Analysts and Managers who want to create better customer experiences and help organisations become more customer-led.

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

Qualifications

• Foundational experience in customer, digital, research, design or analytics with strong problem-solving skills.
• Experience engaging with clients and translating insights into practical recommendations.
• Ability to balance customer, commercial and operational priorities.

Responsibilities

• Shape customer strategies and lead CX, service design and digital transformation initiatives.
• Use research, data and human-centered design to reimagine journeys and operating models.
• Support CRM, digital channel and customer-service transformations from strategy through implementation.
• Build business cases, facilitate workshops and engage senior stakeholders to deliver outcomes.

Skills

Customer research

Data analysis

Human-centered design

Stakeholder engagement

Problem solving

Tools

CRM platforms

Digital analytics tools

Service design tools

Job description

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.

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

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.

Mō te aha tāu 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.

To learn how you can grow and shine in your career at PwC, visit our careers site at https://www.pwc.co.nz/careers.html

Grow here. Go further.