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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.