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Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Experience

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in experience consulting specialise in providing consulting services focused on enhancing customer and employee experiences. These individuals analyse client needs, design and implement experience strategies, and offer guidance and support to help clients create memorable and impactful experiences that drive customer loyalty and employee engagement.
Those in experience design at PwC will specialise in designing exceptional customer and employee experiences. Your work will involve utilising human-centred design principles to understand user needs, conduct research, and create intuitive and engaging experiences. Additionally, you will be responsible for collaborating with clients to develop user journeys, wireframes, prototypes, and visual designs that optimise interactions and deliver seamless experiences across various touchpoints.

The Opportunity:

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.

Whatyou'llbring 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 staffwho'llbe engaged on these assignments. Prior to applying, please review theGovernment of Canadawebsite to ensure you meet the eligibility requirements to obtain this clearance.This'llbecome 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.

Whyyou'lllove PwC

We'reinspiring and empowering our people to change the world. Powered by the latest technology,you'llbe a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work, and our continuous development environment, will take your career to the next level. We reward your impact, and support your wellbeing, through a competitive compensation package, inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at:https://jobs-ca.pwc.com/ca/en/life-at-pwc

PwC Canada acknowledges that we work and live across Turtle Island, on the land that is now known as Canada, which are the lands of the ancestral, treaty and unceded territories of the First Nations,Metisand Inuit Peoples. We recognize the systemic racism,colonialismand oppression that Indigenous Peoples have experienced and still go through, and we commit to allyship and solidarity.

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

We're committed to providing accommodation throughout the application, interview, and employment process. If you require accommodation to be at your best, please let us know during the application process.The use of artificial intelligence (AI) in recruiting is just getting started, so we know you have questions about how and why we use it. At certain points during our recruiting process, we rely on AI to improve your experience. This could be during resume review or curating personalized job recommendations, asking you clarifying questions via a chatbot or during our interview scheduling to improve your experience. Our use of AI helps ensure we combat bias by evaluating candidates equally and fairly, without seeing identity information, such as your name, or gender for example). AI also helps us better predict successful hires by reviewing all applicants for a role and the relationship between your skills, experience and likely success at PwC Canada. While AI supports parts of our recruitment process, final hiring decisions always involve human review. For more information about our use and protection of your data, please refer to our Privacy Policy (https://www.pwc.com/ca/en/privacy-policy.html).Nous tenons a repondre a vos besoins tout au long du processus de demande d'emploi, d'entrevue et d'embauche. Si vous avez besoin de mesures d'adaptation pour etre parfaitement a l'aise, faites-le-nous savoir a l'etape de la demande d'emploi.L'utilisation de l'intelligence artificielle (IA) dans le domaine du recrutement en est a ses balbutiements. Nous savons que vous pourriez vous demander comment et pourquoi nous y avons recours. A certains stades de notre processus de recrutement, nous comptons sur l'IA pour ameliorer votre experience. Par exemple, pendant l'examen du curriculum vit ou l'elaboration d'une liste de recommandations personnalisees, un agent conversationnel pourrait vous demander des precisions ou fixer avec vous un rendez-vous pour l'entrevue. L'IA nous aide a mieux lutter contre les prejuges, car l'evaluation des candidats se fait de facon juste et equitable, sans que les informations d'identification comme le nom ou le sexe soient connues. Elle nous permet egalement de mieux reperer les bons candidats pour un poste et d'evaluer le lien entre leurs competences, leur experience et leurs chances de reussir chez PwC Canada. Bien que l'IA facilite certaines etapes de notre processus de recrutement, les decisions finales d'embauche sont toujours prises par des personnes. Pour en savoir plus sur l'utilisation et la protection de vos donnees personnelles, consultez notre politique sur la protection des renseignements confidentiels (https://www.pwc.com/ca/fr/privacy-policy.html).