Line of Service
Advisory

Industry/Sector
Not Applicable

Specialism
Experience

Management Level
Senior Associate

Job Description & Summary
As a Senior Associate in PwC's Customer Transformation practice, you will support teams helping organizations design and deliver customer-centric strategies, experiences, interfaces, and operating models that drive growth, loyalty, and efficiency.

• Support delivery of customer transformation engagements, including customer strategy, experience design, brand design, and service/operating model improvements

• Conduct customer and user research, data analysis, and insight generation

• Support customer journey mapping, segmentation, personalization, service design, and experience improvement initiatives

• Analyze customer data (e.g., VoC, NPS, behavioral data) to identify insights and opportunities

• Design and oversee the deployment of sites using Lightning Web Runtime

• Create high-fidelity wireframes, interactive prototypes and UI mockups within brand and usability standards

• Design system governance with Salesforce Experience Cloud

• Lead the integration of Salesforce CMS and external content repositories

• Define sharing and visibility architecture for external users and manage Salesforce Customer Identity (Single Sign On)

• Design and maintain a library of reusable design patterns and branding sets

• Orchestrate the implementation of Agentforce for Developers and Einstein search within portals

• Develop structured deliverables (presentations, models, analyses)

• Work collaboratively with multidisciplinary teams (strategy, design, technology) and conduct usability tests with diverse user groups

• Manage defined workstreams or components of projects with guidance

• Build working relationships with client stakeholders at manager/director level.

What you'll bring to this role

• Experience in digital experience architecture and UX strategy including experience with enterprise web portals

• Familiarity with customer journey mapping, VoC, and customer insights approaches

• Strong analytical skills (qualitative and quantitative)

• Experience supporting strategy or transformation projects

• Exposure to behavioral insights or innovation methods

• Strong storytelling and slide-writing skills

• Strong interpersonal and emerging leadership skills

• Experience supporting project planning and delivery

• Strong stakeholder management with manager/director-level clients

• Experience with design thinking / human-centered design

• Familiarity with the Salesforce digital customer platform

• Strong understanding of Salesforce Experience Cloud and Lighting Web Runtime architecture

• Certifications such as Salesforce Admin, +Platform Developer, App Builder or Architect

• Experience with Web development standards such as HTML5, CSS3 (SLDS), and JavaScript (ES6+)

• Experience with authentication flows including OIDC, SAML, and Social Sign-On as well as managing external sharing sets and account relationship data sharing.

• Experience with the integration of third-party services such as payment gateways and mapping tools into Experience Cloud using Apex, Flow and external services via the Salesforce metadata API

As a requirement, a Security Clearance is mandatory for all staff who'll be engaged on these assignments. Prior to applying, please review the Government of Canada website to ensure you meet the eligibility requirements to obtain this clearance. This'll become a condition of your employment with PwC should you receive an offer from us.

This position ensures continuity and upholds our standards of excellence following the departure of a valued team member.

The salary range for this position is $84,700 - $134,700. The posted salary range represents the expected hiring range for PwC locations in major city centres. Given our national recruiting approach, ranges may vary for positions in other locations. At PwC Canada, base salary is determined by your skills, experience, qualifications and work location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive pay programs which are designed to reward individual and firm-wide achievements. We are committed to offering competitive compensation and adhere to all relevant pay transparency legislation. During the hiring process, our Talent Acquisition team will provide details about our comprehensive total rewards package.

Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills
Accepting Feedback, Accepting Feedback, Accessible Design, Active Listening, Analytical Thinking, Brand Recognition, Communication, Creativity, Customer Experience (CX) Strategy, Data Analysis and Interpretation, Design Thinking, Digital Customer Experience, Embracing Change, Emotional Regulation, Empathy, Experience Design, Figma (UI Design Software), Human-Centered Design, Human-Computer Interaction (HCI), Inclusion, Industry Trend Analysis, Intellectual Curiosity, Interactive Design, Iterative Design, Learning Agility {+ 20 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements
Not Specified

Available for Work Visa Sponsorship?
No

Government Clearance Required?
No

Job Posting End Date