Customer Transformation – CX & Service Design – Associate Director

Management Level

Job Description & Summary

Kia ora, 

At PwC, our purpose is clear: to build trust in society and solve important problems. 

Join our diverse whānau of experts and be supported with coaching, flexibility, and a culture where you truly belong. Here, you’ll work with world-leading technology - including A.I. - bringing your people-focused skills and experience to deliver outcomes that matter. 

This is a place to keep growing. You’ll learn from the best, take on meaningful challenges, and make a lasting impact for our clients, our communities, and Aotearoa. 

Ngā Kōrero mo tēnei tūranga / About the role 

PwC New Zealand’s Customer Transformation team sits at the intersection of strategy, service design, and technology. We're looking for an experienced Associate Director in Auckland to take a senior leadership role in the team; shaping our market offering, leading complex client engagements, developing talented people, and bringing a strong point of view on what great customer experience looks like now and in the future. 

You'll work with senior leaders across public and private sector clients, help grow PwC's Customer Transformation practice, tap into our global Customer network, and access the scale, variety, and investment needed to deliver meaningful transformation. 

Key Responsibilities: 

• Lead complex, multi-disciplinary transformation programmes that reshape operating models, services, and channels around the customer. 

• Provide senior leadership to the Auckland team, coaching leaders and practitioners while helping shape a high-performing, inclusive culture as the practice grows. 

• Advise executive stakeholders on customer strategy, service and experience design, and the responsible application of AI and emerging technology. 

• Lead cross-functional teams of strategists, designers, data specialists, and technologists, ensuring quality, commercial discipline, and measurable client outcomes. 

• Drive business development by originating opportunities, leading proposals and pitches, and building enduring relationships with senior clients. 

• Contribute to the strategic direction, market profile, and commercial growth of the Customer Transformation practice. 

• Collaborate with PwC’s global experts to bring innovative thinking, leading practices, and specialist capability to clients. 

Ngā pūkenga kei a koe / Skills and experience 

• A relevant qualification in Design, Psychology, Business, Human-Centred Design or a related discipline.

• 8+ years’ experience across service design, customer experience, business transformation or consulting, ideally within financial services, professional services, the public sector or complex enterprise environments.

• A strong track record of leading large or complex engagements, applying human-centred design and customer experience methodologies to deliver measurable strategic and commercial outcomes.

• Executive-level facilitation, stakeholder management and communication skills, with the credibility to influence senior decision-makers, navigate ambiguity and translate complex challenges into clear recommendations, business cases, transformation roadmaps and executive-ready deliverables.

• Proven leadership across multiple engagements or workstreams, including setting strategic direction, overseeing discovery and design activities, and managing quality, risk, commercial performance, resourcing and high-performing teams.

• A commercially minded and collaborative approach, with demonstrated success in originating opportunities, leading proposals, growing key accounts and building trusted senior client relationships.

• A credible market perspective on customer transformation, service design and emerging technology, with the ability to strengthen the practice’s profile and proposition.

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ 

• Growth - Global network; leadership development; A.I. tools and training; formal learning pathways 

• Reputation - PwC is known for shaping tomorrow. Join us and you’ll accelerate your career while helping clients and communities solve their most important problems. 

• Wellbeing - Life & income protection; Sonder/EAP/Headspace; 15 days’ paid sick leave; group-rate health insurance (eligibility applies) 

• Flexibility - Flexible working; supportive coaching culture 

• Time off - Purchase up to two extra weeks’ annual leave; two recognition days provided each year; annual summer shutdown period 

• Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave 

• Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals 

Mo te aha tāu e tatari ana? / What are you waiting for? 

Belong to a community of problem solvers where differences are embraced. We’ll empower you with technology, coaching, flexibility and trust to make a meaningful difference. Learn more on our careers site at https://www.pwc.co.nz/careers.html.  

Grow here. Go further. 

Mana motuhake / Independence: Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process. 

Travel Requirements

Available for Work Visa Sponsorship?

Job Posting End Date