CX & Service Design Lead – Customer Transformation

PwC; Wellington; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Discretionary bonus

Referral bonuses

Retail discounts & deals

Wellbeing allowance

Paid sick leave

Group-rate health insurance

Paid parental leave

Volunteering leave

Flexible working

Job summary

PwC Wellington seeks a Customer Transformation - CX & Service Design Manager to lead end-to-end customer transformation and service design engagements. You will partner with senior stakeholders, guide multidisciplinary teams, and translate research into executive-ready outputs such as journey maps and service blueprints.

The role requires 5+ years in CX/UX or service design, strong facilitation and storytelling, and the ability to balance leadership with hands-on delivery in a fast-paced,

Qualifications

• 5+ years' relevant experience in CX/UX/service design across complex engagements.
• Track record applying human-centred design and design thinking to business problems.
• Strong facilitation, stakeholder management, and storytelling skills.

Responsibilities

• Supporting end-to-end customer transformation and service design engagements.
• Facilitating workshops and translating research into actionable outputs.
• Leading multiple workstreams and coaching junior team members.
• Collaborating with senior stakeholders and multidisciplinary teams to shape outcomes.
• Contributing to proposals and growing PwC's Customer Transformation capability.

Skills

CX

UX/UI

Service design

Visual design

Facilitation

Stakeholder management

Storytelling

Consulting instincts

Collaboration

Tools

Figma

FigJam

Miro

Illustrator

Job description

PwC Wellington seeks a Customer Transformation - CX & Service Design Manager to lead end-to-end customer transformation and service design engagements. You will partner with senior stakeholders, guide multidisciplinary teams, and translate research into executive-ready outputs such as journey maps and service blueprints.

The role requires 5+ years in CX/UX or service design, strong facilitation and storytelling, and the ability to balance leadership with hands-on delivery in a fast-paced,