Senior Customer Transformation Manager

PwC South Africa; Auckland; Hybrid; Confidential; Full time

Benefits offered by this job

Flexible working

Learning & development

15 days paid sick leave

Group-rate health insurance

Job summary

PwC New Zealand’s Customer Transformation team is hiring a Manager in Auckland to lead ambitious client work, coach talent, and shape customer experience strategies for the public and private sectors. The role involves collaborating with PwC’s global network to scale delivery and impact across diverse engagements.

You will mentor staff, drive service design and CX initiatives, and advise on emerging technologies and responsible AI use, enabling measurable outcomes for clients and communities.

Qualifications

• 6+ years' experience in service design, CX, business transformation or consulting.
• Proven track record applying human-centred design to solve complex business problems and deliver measurable outcomes.
• Strong facilitation, stakeholder management and communication skills with ability to engage senior client stakeholders.
• Experience leading discovery activities and translating ambiguity into actionable insights (customer journeys, service blueprints, reports).
• Proven ability to lead multiple workstreams, coach juniors, and deliver high-quality outcomes in fast-paced environments.

Responsibilities

• Lead transformation programmes that reshape operating models, service channels, and the customer experience.
• Grow and mentor the Auckland team and shape the culture as we scale.
• Advise clients on customer strategy, service and experience design, and the role of AI and emerging tech.
• Lead cross-functional teams of strategists, designers, data specialists, and technologists.
• Contribute to business development through proposals, pitches, and trusted client relationships.
• Collaborate with PwC’s global experts to provide innovative, best-in-class services.

Skills

Service design

Customer experience (CX)

Stakeholder management

Workshop facilitation

People leadership

Education

Design, Psychology, Business or Human-Centred Design (relevant qualification)

Tools

Miro

Job description

PwC New Zealand’s Customer Transformation team is hiring a Manager in Auckland to lead ambitious client work, coach talent, and shape customer experience strategies for the public and private sectors. The role involves collaborating with PwC’s global network to scale delivery and impact across diverse engagements.

You will mentor staff, drive service design and CX initiatives, and advise on emerging technologies and responsible AI use, enabling measurable outcomes for clients and communities.