Customer Transformation – CX & Service Design Manager

Management Level Manager Job Description & Summary Kia ora, At PwC, our purpose is clear: to build trust in society and solve important problems. 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, customer experience, service design and technology. Join our Wellington Human-centred design team and help organisations reimagine the services and experiences that matter most to their customers and communities. You’ll work on complex, large-scale transformation programmes spanning multiple services, stakeholder groups and parts of an organisation, giving you the opportunity to influence change at a scale often difficult to achieve in a traditional agency environment. Your day-to-day could include: Supporting high-impact, end-to-end customer transformation and service design engagements, moving confidently between setting direction and hands-on delivery. Supporting discovery and facilitating workshops that bring different perspectives together, creating clarity from ambiguity and building momentum towards a compelling future state. Partnering with senior stakeholders, technical practitioners and multidisciplinary teams to navigate complex organisational contexts and shape practical, human-centred outcomes. Translating research and insights into clear, executive-ready outputs, including customer journey maps, service blueprints, CX, UX, UI , business cases, recommendations and compelling stories. Leading multiple workstreams and smaller project teams, while coaching junior team members and supporting their development. Contributing to proposals and new opportunities, and help strengthen and grow our Customer Transformation design capability across Aotearoa. Ngā pūkenga ka kawea mai e koe, ka whakawhanakehia rānei i tēnei tūranga  / Skills you will bring or develop in this role 5+ years’ relevant experience, with broad capability across areas such as customer experience (CX), UX/UI, visual or service design. You can operate confidently across complex engagements and balance leadership with hands-on delivery. A track record of applying human-centred design and design thinking methodologies to complex business problems, translating discovery and research into actionable insights and measurable outcomes. Strong facilitation, stakeholder management, communication and storytelling skills, with the confidence to engage senior clients, lead workshops and make complex ideas clear, compelling and actionable. Strong consulting instincts and commercial awareness, with the judgement to navigate ambiguity and complex relationships, identify opportunities, challenge constructively and deliver high-quality outcomes across multiple workstreams. A collaborative, empathetic, and energising approach. You bring people together, contribute positively to team culture, create momentum, and support junior team members to grow. Experience may come from in-house, consulting or agency environments; exposure to more than one is useful but not essential. Familiarity with tools such as Figma, FigJam, Miro or Illustrator may be helpful, but no specific qualification, certification or software package is required. If you don’t meet every requirement, we still want to hear from you. We value transferable experience, practitioner perspectives and potential, including experience gained outside consulting or overseas. This is a manager-level role at PwC and is likely to align with Intermediate/Senior Designer level in the external market. Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals Growth - Global network; leadership development; A.I. tools and training; formal learning