Associate Director, Customer Transformation & Service Design

About the role

PwC New Zealand is seeking an experienced Associate Director to lead its Customer Transformation team in Auckland. You will shape the market offering, drive complex client engagements and mentor a growing group of designers, strategists and technologists.

Key responsibilities

• Lead multi‑disciplinary transformation programmes that redesign operating models, services and channels around the customer.
• Provide senior leadership to the Auckland team, coaching leaders and fostering an inclusive, high‑performing culture.
• Advise executive stakeholders on customer strategy, service design and the responsible use of AI and emerging technologies.
• Manage cross‑functional teams of strategists, designers, data specialists and technologists, ensuring quality, commercial discipline and measurable outcomes.
• Drive business development by originating opportunities, leading proposals and building lasting senior‑client relationships.
• 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 and specialist capability to clients.

Required profile

• A relevant qualification in Design, Psychology, Business, Human‑Centred Design or a related discipline.
• 8+ years of experience in service design, customer experience, business transformation or consulting, preferably within financial services, professional services, the public sector or large enterprises.
• Proven track record of leading large or complex engagements using human‑centred design and CX methodologies to deliver measurable strategic and commercial results.
• Executive‑level facilitation and stakeholder management experience.

Required skills

• Human‑centred design methodologies.
• Customer experience strategy.
• Service design principles.

What we offer

• Coaching, flexibility and a culture of belonging.
• Access to world‑leading technology, including AI.
• Opportunities to learn from global experts and make a lasting impact on clients and communities.