SeniorAssociate-CustomerTransformation

**Line of Service** Advisory **Industry/Sector** Not Applicable **Specialism** Experience **Management Level** Senior Associate **Job Description & Summary** 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 ** As a Senior Associate in PwC’s Customer Transformation practice, you will support teams helping organizations design and deliver customer-centric strategies, experiences, and operating models that drive growth, loyalty, and efficiency. * 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 * Analyze customer data (e.g., VoC, NPS, behavioral data) to identify insights and opportunities * Contribute to 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 pro