Customer Transformation - HCD - Senior Analyst

PwC; Auckland; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Discretionary bonus opportunities

Wellbeing benefits

Flexible work arrangements

Job summary

PwC NZ in Auckland is seeking a Senior Analyst to join the Customer Transformation team. You’ll apply human-centred design and analytical thinking to solve complex customer problems and support large-scale transformation initiatives from definition to implementation.

You will translate insights into actionable artifacts such as journey maps, delivery plans and workshop sessions while collaborating with designers, technologists, and clients to meet evolving customer and business needs.

Qualifications

• 2–4 years of consulting experience across service design, CX, business analysis or transformation.
• Qualification in design, psychology, business or related field.
• Strong analytical, problem-solving and communication skills with the ability to bring structure to ambiguity.
• Experience translating insights into deliverables like journey maps, insights, and reports.
• Collaborative mindset with the ability to learn and contribute to others.

Responsibilities

• Apply human-centred design and analytical thinking to solve customer and business problems.
• Support large-scale transformation programmes from problem definition through implementation.
• Translate insights into clear, actionable deliverables, including journey maps and workshop sessions.
• Co-create with designers, technologists, strategists and clients to meet customer and business needs.

Skills

Service design

CX

Business analysis

Transformation

Communication

Analytical thinking

Problem solving

Creative capability

Presentation

Client facing

Education

Design/psychology/business-related degree

Tools

Miro boards

Job description

Management LevelSenior AssociateJob Description & SummaryKia 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.Ngā Kōrero mo tēnei tūranga / About the roleAs a Senior Analyst in our Customer Transformation team in Auckland, you’ll work on real problems that affect how people experience services and products in banking, retail, government and beyond. Using design, analysis and systems thinking you’ll turn ambiguity into clarity, and ideas into action.What you’ll do:Apply human-centred design and analytical thinking to solve complex customer and business problems.Bring a design thinking lens to support large scale transformation programmes, from early problem definition through to implementation.Work directly with clients to understand their challenges and shape practical recommendations.Translate insights into clear, actionable deliverables, including journey maps, delivery plans and workshop sessions.Co-create / collaborate with designers, technologists, strategists and clients to develop solutions that meet customer and business needs.Ngā pūkenga kei a koe / Skills and experience2–4 years’ consulting experience across service design, CX, business analysis or transformation, ideally within financial or professional services.A relevant qualification in design, psychology, business or a related field.Strong analytical, problem-solving and communication skills, alongside visual and creative capability, with the ability to bring structure to ambiguity and develop practical solutions.Confidence working with clients, including preparing materials, facilitating sessions and contributing to recommendations.Experience translating ambiguity into clear deliverables using journey maps, insights, Miro boards and reports.A well-organised and proactive approach, with the ability to manage competing priorities, take ownership of your work and deliver to time and quality expectations in a dynamic environment.A collaborative mindset and willingness to learn, contribute to the development of others and continue building your transformation delivery capability.Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZRewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & dealsGrowth - Global network; leadership development; A.I. tools and training; formal learning pathwaysWellbeing - $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 cultureTime off - Two paid recognition days off provided each year during our annual summer shutdown period; purchase up to two extra weeks’ annual leaveWhānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leaveMo te aha tāu e tatari ana? / What are you waiting for?Hit the Apply Now button! If you want to learn about how you can grow and shine in your career at PwC, visit https://www.pwc.co.nz/careers.htmlTono 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.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.Travel RequirementsNot SpecifiedAvailable for Work Visa Sponsorship?NoJob Posting End Date