Customer Transformation - HCD - Manager

About the role Kia ora, Innovate. Build. Reinvent. Make your skills count at PwC New Zealand. 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. PwC New Zealand’s Customer Transformation team sits at the intersection of strategy, service design, and technology. We’re looking for a Manager in Auckland to step into a key role in the team – leading ambitious client work, coaching talented people, and bringing a strong point of view on what great customer experience looks like now and in the future. Key Responsibilities Lead transformation programmes that reshape operating models, services, and channels around the customer. Grow and mentor our Auckland team and shape our culture as we scale. Advise clients on customer strategy, service and experience design, the role of AI / emerging tech and its responsible use. Lead cross‑functional teams of strategists, designers, data specialists, and technologists. Contribute to business development by supporting proposals, pitches, and building trusted client relationships. Collaborate with PwC’s global experts to provide innovative, best‑in‑class services. Skills and Experience Relevant qualification in Design, Psychology, Business, Human-Centred Design or similar. 6+ years experience in service design, customer experience (CX), business transformation or consulting, ideally within financial services, professional services or complex enterprise environments. Track record in applying human-centred design and customer experience methodologies to solve complex business problems and deliver measurable outcomes. Strong facilitation, stakeholder management and communication skills; ability to confidently engage senior client stakeholders, lead workshops, and present recommendations. Experience leading discovery activities and translating ambiguity into actionable insights and deliverables, including customer journey maps, service blueprints, research synthesis, Miro boards, business cases and executive‑ready reports. Proven ability to lead multiple workstreams simultaneously, coach junior team members where required, and deliver high‑quality outcomes within agreed timeframes in fast‑paced consulting environments. A collaborative, commercially minded approach with ability to build trusted client relationships, identify opportunities and contribute to business development and proposal activities. Benefits Growth – Global network; leadership development; A.I. tools and training; formal learning pathways. 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. #J-18808-Ljbffr