Experience Consulting - Experience Design - Senior Associate

PwC•Ottawa, ON

2d•CA$84,700 - CA$134,700

About The Position

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. The Opportunity: As a Senior Associate in PwC’s Customer Transformation practice, you will support teams helping organizations design and deliver customer-centric strategies, experiences, interfaces, and operating models that drive growth, loyalty, and efficiency.

Requirements

Experience in digital experience architecture and UX strategy including experience with enterprise web portals
Familiarity with customer journey mapping, VoC, and customer insights approaches
Strong analytical skills (qualitative and quantitative)
Experience supporting strategy or transformation projects
Exposure to behavioral insights or innovation methods
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
Experience with design thinking / human-centered design
Familiarity with the Salesforce digital customer platform
Strong understanding of Salesforce Experience Cloud and Lighting Web Runtime architecture
Certifications such as Salesforce Admin, +Platform Developer, App Builder or Architect
Experience with Web development standards such as HTML5, CSS3 (SLDS), and JavaScript (ES6+)
Experience with authentication flows including OIDC, SAML, and Social Sign-On as well as managing external sharing sets and account relationship data sharing.
Experience with the integration of third-party services such as payment gateways and mapping tools into Experience Cloud using Apex, Flow and external services via the Salesforce metadata API
A Security Clearance is mandatory for all staff who’ll be engaged on these assignments. Prior to applying, please review the Government of Canada website to ensure you meet the eligibility requirements to obtain this clearance. This’ll become a condition of your employment with PwC should you receive an offer from us.

Nice To Haves

Accepting Feedback
Accessible Design
Active Listening
Analytical Thinking
Brand Recognition
Communication
Creativity
Customer Experience (CX) Strategy
Data Analysis and Interpretation
Design Thinking
Digital Customer Experience
Embracing Change
Emotional Regulation
Empathy
Experience Design
Figma (UI Design Software)
Human-Centered Design
Human-Computer Interaction (HCI)
Inclusion
Industry Trend Analysis
Intellectual Curiosity
Interactive Design
Iterative Design
Learning Agility

Responsibilities

Support delivery of customer transformation engagements, including customer strategy, experience design, brand design, and service/operating model improvements
Conduct customer and user research, data analysis, and insight generation
Support customer journey mapping, segmentation, personalization, service design, and experience improvement initiatives
Analyze customer data (e.g., VoC, NPS, behavioral data) to identify insights and opportunities
Design and oversee the deployment of sites using Lightning Web Runtime
Create high-fidelity wireframes, interactive prototypes and UI mockups within brand and usability standards
Design system governance with Salesforce Experience Cloud
Lead the integration of Salesforce CMS and external content repositories
Define sharing and visibility architecture for external users and manage Salesforce Customer Identity (Single Sign On)
Design and maintain a library of reusable design patterns and branding sets
Orchestrate the implementation of Agentforce for Developers and Einstein search within portals
Develop structured deliverables (presentations, models, analyses)
Work collaboratively with multidisciplinary teams (strategy, design, technology) and conduct usability tests with diverse user groups
Manage defined workstreams or components of projects with guidance
Build working relationships with client stakeholders at manager/director level.