Manager, Customer Strategy Transformation

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.

As a Manager in PwC’s Customer Transformation practice, you will lead teams helping organizations design and deliver customer‑centric strategies, experiences, and operating models that drive growth, loyalty and efficiency. You will work with senior client leaders to shape transformation agendas and translate strategy into executable customer experience and operations initiatives.

• Work across a variety of industry clients with a focus on 4 segments initially EUMI (energy, utilities, mining, industrial manufacturing and automotive), Financial Services, TMT/CM (telecommunications, media, technology, consumer markets) and Government and Health
• Define customer growth strategies, segmentation and value propositions
• Identify opportunities to drive customer lifetime value and loyalty
• Lead customer journey mapping and service design
• Improve contact center, service operations and customer support models
• Optimize customer processes, operating models and service delivery
• Translate strategy into roadmaps and implementation initiatives
• Use customer data, research and analytics to derive insights
• Develop customer KPIs and experience measurement frameworks
• Build relationships with senior client stakeholders
• Lead workshops and executive presentations
• Lead consulting teams and manage project delivery across multiple work streams
• Coach and develop Senior Associates and Associates
• Contribute to proposal development and client pursuits
• Build trusted relationships with client executives

• Customer journey mapping & service design
• Voice of Customer / customer insights
• Customer experience measurement frameworks (NPS, CSAT, etc.)
• Omnichannel strategy
• Contact center transformation
• Digital customer platforms
• Operating model design
• Interest in upskilling for a digital world and technology trends, openness to learning new tools and adapting how you work
• Demonstrated commitment to valuing differences and working alongside diverse people and perspectives
• Experience in consulting is required

Accepting Feedback, Accessible Design, Active Listening, Analytical Thinking, Brand Recognition, Coaching and Feedback, 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, and more.

Accepting Feedback, Accessible Design, Active Listening, Analytical Thinking, Brand Recognition, Coaching and Feedback, 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.

Not Specified

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Salary range: $112,400 - $162,400. Eligible employees may participate in variable incentive pay programs.

We offer competitive compensation and inclusive benefits and flexibility programs to support wellbeing. Additional benefits details are provided during the hiring process.

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

April 7, 2026