Senior Associate - Customer Transformation

At PwC, our people in experience consulting specialise in providing consulting services focused on enhancing customer and employee experiences. These individuals analyse client needs, design and implement experience strategies, and offer guidance and support to help clients create memorable and impactful experiences that drive customer loyalty and employee engagement. Those in experience design at PwC will specialise in designing exceptional customer and employee experiences.

Your work will involve utilising human‑centred design principles to understand user needs, conduct research, and create intuitive and engaging experiences. Additionally, you will be responsible for collaborating with clients to develop user journeys, wireframes, prototypes, and visual designs that optimise interactions and deliver seamless experiences across various touchpoints.

What You'll Create And Do

Support delivery of customer transformation engagements, including customer strategy, experience design, and service/operating model improvements

Conduct customer and user research, data analysis, and insight generation

Support customer journey mapping, service design, and experience improvement initiatives

Analyse customer data (e.g., VoC, NPS, behavioural data) to identify insights and opportunities

Contribute to the development of customer strategies, value propositions, and transformation roadmaps

Develop structured deliverables (presentations, models, analyses)

Work collaboratively with multidisciplinary teams (strategy, design, technology)

Manage defined workstreams or components of projects with guidance

Build working relationships with client stakeholders at manager/director level

What You’ll Bring To This Role

Experience or exposure to customer experience (CX), customer strategy, or service design

Familiarity with customer journey mapping, VoC, and customer insights approaches

Strong analytical skills (qualitative and quantitative)

Experience supporting strategy or transformation projects

Strong storytelling and slide‑writing skills

Strong interpersonal and emerging leadership skills

Experience supporting project planning and delivery

Strong stakeholder management with manager/director‑level clients

Exposure to design thinking / human‑centred design

Familiarity with digital customer platforms (e.g., CRM, Adobe, Salesforce)

Experience with experience measurement (NPS, CSAT, etc.)

Exposure to behavioural insights or innovation methods

Salary range: $84,700 – $134,700. This range reflects the expected hiring range for PwC locations in major city centres. Base salary may vary by skill, experience, qualification and location. Eligible employees may have access to variable incentive pay programs which reward individual and firm‑wide achievements.

Our recruiting process incorporates artificial intelligence (AI) to improve the experience and assist in resume review and personalized job recommendations; final hiring decisions are made by humans.

We’re committed to providing accommodation throughout the application, interview, and employment process. If you require accommodation to be at your best, please let us know during the application process.

PwC Canada acknowledges that the work and life across Turtle Island is on land that is the ancestral, treaty and unceded territory of the First Nations, Métis and Inuit Peoples. We recognize the systemic racism, colonialism, and oppression that Indigenous Peoples have experienced and continue to experience, and we commit to allyship and solidarity.

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