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 the delivery of customer transformation engagements, including customer strategy, experience design, brand design, and service/operating model improvements.
• Conduct customer and user research, data analysis, insight generation, and analyze customer data (VoC, NPS, behavioral data) to identify insights and opportunities.
• Support customer journey mapping, segmentation, personalization, service design, and experience improvement initiatives.
• Design and oversee the deployment of sites using Lightning Web Runtime, including design system governance with Salesforce Experience Cloud.
• Create high-fidelity wireframes, interactive prototypes, and UI mockups that align with brand and usability standards.
• Support Salesforce CMS integration, contributing to sharing/visibility design for external users, with awareness of how Single Sign-On affects the experience.
• Design and maintain a library of reusable design patterns and branding sets.
• Support the implementation of Agentforce and Einstein Search, working alongside technical leads to ensure features align with the intended user experience. .
• Develop structured deliverables, including presentations, models, and analyses, and collaborate with multidisciplinary teams (strategy, design, and technology) while conducting usability tests with diverse user groups.
• Manage defined workstreams or project components with guidance and build working relationships with client stakeholders at the manager and director levels.

What you'll bring to this role

• Experience in digital experience architecture and UX strategy, including enterprise web portals, with strong understanding of Salesforce Experience Cloud and Lightning Web Runtime architecture.
• Familiarity with customer journey mapping, Voice of Customer (VoC), customer insights approaches, and experience with design thinking and human-centered design methodologies.
• Strong analytical capabilities, including both qualitative and quantitative analysis, with exposure to behavioral insights and innovation methods.
• Experience supporting strategy, transformation, project planning, and project delivery initiatives within complex environments.
• Strong storytelling, slide-writing, interpersonal, and emerging leadership skills, with the ability to communicate effectively across multidisciplinary teams.
• Proven stakeholder management skills with manager- and director-level clients, including the ability to build and maintain strong client relationships.
• Familiarity with the Salesforce digital customer platform, supported by certifications such as Salesforce Administrator, Platform Developer, App Builder, or Salesforce Architect.
• Experience with web development standards and technologies, including HTML5, CSS3 (SLDS), JavaScript (ES6+), and integration of third-party services such as payment gateways and mapping tools into Experience Cloud using Apex, Flow, external services, and the Salesforce Metadata API.
• Familiarity with authentication and security concepts relevant to external-facing portals - including single sign-on, social login, and data-sharing rules - to inform design decisions around access, visibility, and user experience.
• Serve as the subject matter expert for Section 508 and WCAG compliance to ensure accessibility-first engineering and inclusive user experiences. Experience with Cloud to support design system governance and enable rapid, consistent deployment of new pages and features.

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