Customer Transformation - HCD - Director

What you’ll do: 

• Lead transformation programmes that put the customer at the centre of the organisation’s operating model, service delivery and channels.  

• Lead and grow the Wellington Customer Transformation team, including team leadership, coaching and capability building. 

• Drive strategic impact for clients across areas such as customer strategy, service design, experience design, prototyping and innovation.  

• Oversee delivery across cross-functional teams (e.g., designers, data/insights, technologists) to achieve customer outcomes and drive benefit realisation.  

• Build the pipeline and support business development by leading proposals and drawing on PwC’s global network and alliances.  

• Act as a champion for customer-centric work, representing the customer perspective across leadership and the wider firm - both internally and externally.  

• Stay ahead of emerging trends in data-driven customer engagement, AI and digital innovation, helping clients adopt new ways of working and new technologies responsibly.  

• Work with experts across PwC’s global network to deliver best practice, cutting-edge services for clients. 

Ngā pūkenga ka kawea mai e koe, ka whakawhanakehia rānei i tēnei tūranga/ Skills you will bring or develop in this role 

• Demonstrated experience leading large-scale, customer-centric transformation initiatives (strategy through delivery) with a well-established presence in the Wellington market. 

• Strong experience across customer-centric functions e.g. Human Centred Design, Service Design, Customer Strategy, Channel Strategy, DRM, MarTech, Analytics depending on your area of specialty. Sector diversity is welcomed. 

• Strong stakeholder leadership and the ability to build lasting client relationships and lead complex engagements with competing priorities.  

• Confidence bridging customer strategy and technology execution, bringing together data, platforms and customer outcomes.   

• Demonstrated people leadership with a passion for talent development, fostering inclusive teams, and leading through change. 

• Proficiency with tools such as Figma, Miro, and InDesign; while not expected to be hands-on at this level, you will coach team members who use these tools. 

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

• Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals 

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

• Wellbeing - $250 annual wellbeing allowance; Life & income protection; Sonder/EAP/Headspace; 15 days’ paid sick leave; group-rate health insurance (eligibility applies) 

• 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. 

• Flexibility - Flexible working; supportive coaching culture 

• Time off - Two paid recognition days off provided each year during our annual summer shutdown period; purchase up to two extra weeks’ annual leave 

• Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave 

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

Belong to a community of problem solvers where differences are embraced. We’ll empower you with technology, coaching, flexibility and trust to make a meaningful difference. Learn more on our careers site at https://www.pwc.co.nz/careers.html.  

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.