Job Description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

& Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As an Associate in Integrated CX Design, you will engage directly with clients to enhance their customer experience strategies within our Commercial & Service Excellence network. This role involves contributing to client projects, developing your skills in customer consulting, and supporting the delivery of impactful solutions. As an Associate, you will focus on learning and contributing to client engagements, building meaningful connections, and developing your personal brand by deepening your technical knowledge and understanding your strengths. You will navigate complex situations, anticipate the needs of your teams and clients, and embrace ambiguity as opportunities for growth.

In this role at PwC Acceleration Center India, you will be part of a dynamic environment where adaptability and teamwork are key. You will participate in project tasks, engage in research, and develop basic skills and knowledge to deliver quality work. Your contributions will be integral to the broader objectives of your projects, and you will use critical thinking to break down complex concepts. This is an opportunity to grow your personal brand and deepen your understanding of the business context, all while upholding professional and technical standards.

Responsibilities

We are looking for a Customer Experience Strategist who combines strong strategic thinking, customer research expertise, and collaborative problem-solving skills to help organizations design meaningful and effective customer experiences. This role is best suited for someone with a foundation in human-centered design and light UI/UX capabilities.

• The ideal candidate can synthesize complex research into actionable insights, facilitate stakeholder alignment, and help shape customer-centric strategies, frameworks, and future-state experiences that drive measurable business outcomes.

• Conduct and synthesize qualitative and quantitative research.

• Translate research findings into clear strategic recommendations, customer insights, and actionable experience opportunities.

• Understanding and applying digital experience and technology trends in the market.

• Facilitate the client’s product vision by through workshops, co-creation sessions, and design-thinking engagements with stakeholders to align on business and customer experience goals.

• Supporting customer experience deliverables, including synthesizing observations, insights and ideas into cogent written deliverables (e.g. personas, journey maps, service blueprints, opportunity maps, CX measurement frameworks, and other relevant documentation)

• Collaborate with design, product, and technology teams to ensure customer experience considerations are integrated into strategic and operational decisions.

• Developing client-facing deliverables and building client relationships.

• Building quality, trusted and diverse relationships within the firm.
  
  
  What You Must Have
  
  - At least a Bachelor's degree
  - At least 2 years of experience
  - Oral and written proficiency in English required

Along with the above we would need a solid grasp of user-centered design (UCD), planning and conducting design research, user testing, Experience in qualitative and quantitative research methodologies, including interviews, surveys, journey mapping & workshops.

• Strong analytical and synthesis skills: ability to translate complex, ambiguous research data into clear strategic frameworks, insights, and recommendations. Experience creating service blueprints, ecosystem maps, and future-state experience visions that connect frontstage customer interactions with backstage operations and systems. Excellent communication, facilitation, and stakeholder management skills. Ability to work collaboratively in fast-paced, cross-functional, and client-facing environments. Passion for customer experience strategy, innovation, and solving complex user and business challenges. Be passionate about all things CX Strategy, experience innovation. Research and showcase knowledge in the industry’s latest trends and technologies. Ability to communicate ideas visually through low-fidelity wireframes, workflows, sketches, or conceptual prototypes. Ability to leverage generative AI tools to accelerate research synthesis, insight generation, persona development, and strategic storytelling. Familiar with AI-assisted workflows to optimize strategic and design outputs.
  
  What Sets You Apart
  
  - Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
  - Developing skills in Customer Experience (CX) Design and Strategy
  - Utilizing Customer Relationship Management tools effectively
  - Engaging in Customer Journey Analysis and Customer Segmentation
  - Demonstrating intellectual curiosity and adaptability in fast-paced environments
  - Excelling in communication and teamwork within client support settings

Travel Requirements

Up to 40%

Job Posting End Date