Customer Transformation - HCD - Senior Analyst

PRICEWATERHOUSECOOPERS; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Discretionary bonus opportunities

Wellbeing allowance

Sonder/EAP/Headspace

14–15 days’ paid sick leave

Group-rate health insurance

Flexible working

Job summary

PwC NZ in Auckland seeks a Senior Analyst to apply human-centred design and analytical thinking to complex customer and business problems across banking, retail, government and beyond. You’ll work with clients, shape practical recommendations and translate insights into clear deliverables that drive transformation.

Join a diverse whānau with coaching, flexibility and a culture of belonging as you shape ambitious customer experiences and deliver tangible outcomes for clients and communities.

Qualifications

• 2–4 years of consulting in service design, CX, or transformation.
• Qualification in design, psychology, business or related field.
• Strong communication, problem-solving and analytical abilities.

Responsibilities

• Apply human-centred design and analytical thinking to complex problems.
• Support large-scale transformation programmes from problem definition to implementation.
• Work with clients to shape practical recommendations.
• Translate insights into journey maps, plans and workshops.
• Collaborate with designers, technologists and strategists to meet needs.

Skills

Consulting experience

Design/psychology/business qual

Analytical skills

Client-facing

Journey maps/Miro

Organizational skills

Collaboration

Education

Design/Psychology/Business qualification

Tools

Miro

Job description

Kia 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 Kŋrero mo tēnei tūraŋ / About the role

As 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 pŏuānga kei a koe / Skills and experience

• 2–4 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 čiaŋ hanga ariāhi o te mahi ki PwC / Highlights of working at PwC NZ

• 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