Customer Transformation – CX & Service Design Manager

About the role

PwC New Zealand is looking for a senior manager to join its Customer Transformation team in Wellington. The role sits at the intersection of strategy, customer experience, service design and technology, helping organisations re‑imagine services and experiences that matter to their customers and communities.

Key responsibilities

• Lead end‑to‑end customer transformation and service‑design engagements, balancing strategic direction with hands‑on delivery.
• Facilitate discovery workshops, synthesize diverse perspectives and create clear, actionable future‑state concepts.
• Partner with senior stakeholders, technical practitioners and multidisciplinary teams to shape human‑centred outcomes.
• Translate research and insights into executive‑ready artefacts such as journey maps, service blueprints, CX/UX/UI concepts, business cases and compelling narratives.
• Manage multiple workstreams, coach junior team members and contribute to proposal development.

Required profile

• 5+ years of relevant experience across customer experience (CX), UX/UI, visual or service design.
• Proven ability to apply human‑centred design and design‑thinking methodologies to complex business problems.
• Strong facilitation, stakeholder‑management and storytelling skills, comfortable engaging senior clients.
• Commercial awareness and consulting instincts to navigate ambiguity and deliver high‑quality outcomes.

Required skills

• Customer experience (CX) design
• UX/UI design principles
• Service design and journey mapping
• Human‑centred design methodologies