CX & Service Design Transformation Manager

JobSpace; Wellington; On-site; NZD 120,000 - 150,000; Full time

Job summary

PwC New Zealand is seeking a Customer Transformation – CX & Service Design Manager to lead end-to-end customer transformation initiatives. Based in Wellington, you’ll bridge strategy, CX, service design and technology while guiding cross-functional teams to deliver human-centered outcomes.

You’ll translate insights into actionable outputs, facilitate workshops, and coach junior colleagues, contributing to proposals and expanding PwC’s design capability across Aotearoa.

Qualifications

• 5+ years across CX, UX/UI, visual or service design.
• Experience applying human-centered design to complex problems.
• Strong facilitation, stakeholder management, storytelling for senior clients.
• Consulting instincts and commercial awareness for multiple workstreams.
• Collaborative, empathetic, energising leadership to grow junior members.
• Experience across in-house, consulting or agency environments.
• Familiarity with Figma, FigJam, Miro, Illustrator.

Responsibilities

• Support high-impact, end-to-end customer transformation and service design engagements, balancing direction and hands-on delivery.
• Facilitate workshops and discovery to translate ambiguity into a clear future state.
• Partner with senior stakeholders and multidisciplinary teams to shape practical outcomes.
• Translate research into executive-ready outputs: journey maps, service blueprints, CX/UX/UI, business cases.
• Lead multiple workstreams and coach junior team members.
• Contribute to proposals and grow PwC’s Customer Transformation capability across Aotearoa.

Skills

CX

UX/UI

Service design

Human-centered design

Facilitation

Stakeholder management

Storytelling

Consulting instincts

Tools

Figma

FigJam

Miro

Illustrator

Job description

PwC New Zealand is seeking a Customer Transformation – CX & Service Design Manager to lead end-to-end customer transformation initiatives. Based in Wellington, you’ll bridge strategy, CX, service design and technology while guiding cross-functional teams to deliver human-centered outcomes.

You’ll translate insights into actionable outputs, facilitate workshops, and coach junior colleagues, contributing to proposals and expanding PwC’s design capability across Aotearoa.