Experience Designer - Enterprise Application - Senior Associate

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.

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. What   you’ll   bring 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,