Senior Associate - Customer Transformation

Pwc Canada•Toronto, ON

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. 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.

Requirements

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-centered design
Familiarity with digital customer platforms (e.g., CRM, Adobe, Salesforce)
Experience with experience measurement (NPS, CSAT, etc.)
Exposure to behavioral insights or innovation methods

Responsibilities

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 projects with guidance
Build working relationships with client stakeholders at manager/director level.