CX and Service Design Manager

Management Level

Job Description & Summary

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. 

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, 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. 

You'll work with senior leaders across public and private sector clients, tap into PwC's global Customer practice, and get the kind of scale, variety, and investment that's hard to find anywhere else.  

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. 

Ngā pūkenga kei a koe / Skills and experience 

• A 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.  

• A 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, with the 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 the ability to build trusted client relationships, identify opportunities and contribute to business development and proposal activities. 

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ 

• Growth - Global network; leadership development; A.I. tools and training; formal learning pathways 

• Reputation - PwC is known for shaping tomorrow. Join us and you’ll accelerate your career while helping clients and communities solve their most important problems. 

• 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 

Mō te aha tāu e tatari ana? / What are you waiting for? 

Hit Apply now. To learn how you can grow and shine in your career at PwC, visit our careers site at https://www.pwc.co.nz/careers.html.  

Grow here. Go further. 

Ngā whakautu ki o pātai / Your questions answered: 

Motuhake / Independence: Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process. 

Tono tika mai / Please apply directly: We’re not currently partnering with recruitment agencies for this role. If you’d like to be considered, please apply directly - we’d love to hear from you. 

Nau mai ngā tono wawe / We encourage early applications: This role may close before the listed date if we identify a suitable candidate. 

Atamai hangahanga / A.I. usage: Please note that secure, A.I.-enabled tools may support parts of our recruitment process, but all applications are reviewed and decisions made by our people. 

Travel Requirements

Available for Work Visa Sponsorship?

Job Posting End Date