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, and operating models that drive growth, loyalty, and efficiency.

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

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

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

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

• Contribute to development of customer strategies, value propositions, and transformation roadmaps

• Develop structured deliverables (presentations, models, analyses)

• Work collaboratively with multidisciplinary teams (strategy, design, technology)

• 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 or exposure to customer experience (CX), customer strategy, or service design

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

• Strong analytical skills (qualitative and quantitative)

• Experience supporting strategy or transformation projects

• 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

• Exposure to design thinking / human-centered design

• Familiarity with digital customer platforms (e.g., CRM, Adobe, Salesforce)

• Experience with experience measurement (NPS, CSAT, etc.)

• Exposure to behavioral insights or innovation methods

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
April 7, 2026