Customer Experience Designer at PricewaterhouseCoopers (PwC)

JOB PURPOSE

The purpose of this position is to lead and manage teams responsible for the development of unique and engaging customer experiences for PwC’s clients with the ultimate aim of solving customer related challenges and accelerate their business growth. The scope of this work will extend across the full spectrum of customers’ impressions and interactions with a client’s brand, across various industries. The incumbent will also be responsible for managing efforts which promote the Customer Experience team’s relevance internally as well as in the market in an effort to sell work.

A.  JOB PROFILE

PRINCIPAL ACCOUNTABILITIES

PwC Professional:

Whole Leadership

Use feedback and reflection to develop self-awareness, personal strengths and address development areas.

Demonstrate a presence that inspires confidence in others.

Delegate to others to provide stretch opportunities, coach to help deliver results and proactively raise issues to improve effective team working.

Support peers and team members, demonstrating you care passionately about them and their wellbeing.

Get involved in activities which help to strengthen the brand, internally and externally.

Seek out development opportunities outside of your comfort zone and area of expertise.

Welcome and initiate candid, thoughtful coaching conversations, even on difficult topics.

Encourage team members to express ideas and points of view in a manner that facilitates the development of comprehensive experience designs.

Business Acumen

Develop and share a point of view on strategic business issues and trends, anticipate the impact of technology developments on your clients’ needs and our services, and surface patterns of behaviours as potential trends. 

Integrate your understanding of business models (including the firm’s)/corporate governance and/or regulatory frameworks with those of your clients and identify opportunities for efficiencies and take action to implement them.

Demonstrate interest in your clients’ broader business challenges and professional needs and concerns

Assist your team to use a broad range of tools and techniques to extract insights from current industry or sector trends and propose innovative solutions to problems.

Gather and interpret information from a range of sources when analysing and solving complex problems.

Actively seek out opportunities to improve your approach to improve customer-centricity in your clients’ businesses. 

Continuously develop your commercial mentality by remaining current with major economic, consumer and technological trends and the impact thereof on our clients’ businesses and their customers.

Understand the impact of global trends on customer behaviour.

Technical Capabilities

Escalate client requests that are in conflict with the firm’s values, standards and practices.

Test your own and others’ work for quality, accuracy and relevance and develop knowledge of the firm’s line of service capabilities and portfolio of offerings.

Renew and strengthen technically through on the job learning and exposure, and draw on the firm’s subject matter experts to support your work and maintain long-term relevance.

Develop and share differentiated insights through written publications, papers, case studies, conferences and internal firm presentations with my colleagues to enhance knowledge.

Global Acumen

Actively seek opportunities which expose you to other businesses, industries and markets.

Facilitate collaboration across virtual teams (utilising appropriate technologies when necessary).

Leverage the global network of firms and global delivery models/centres in pursuits efforts and service delivery

Build and maintain a professional internal and external network and articulate the competitive advantage of the firm’s network.

Remain cognisant of global current affairs including business and demographic trends and how they impact your clients’ challenges.

Demonstrate consideration and attention to behavioural nuances that may differ across different demographic and geographic customer bases and incorporate these into your designs.

Relationships

Use straightforward communication, in a structured way, when influencing others.

Encourage debate and synthesise various inputs to articulate a clear point of view.

Speak to groups with confidence by preparing and delivering impactful presentations and proposals.

Read situations and be sensitive to others, modifying behaviour to build quality, diverse relationships.

Seek and explore the background and views of others, and demonstrate respect when they are different to your own.

Communicate with my clients, regularly updating them and sharing information.

Understand and manage client expectations properly and proactively manage engagement scope.

Apply emotional intelligence in interactions with others.

Solicit and provide constructive feedback to and from team members.

Resolve conflict in a constructive and respectful manner that seeks mutual benefit.

Facilitate client and team meetings to foster co-development and effective decision making.

DIMENSIONS

FINANCIAL STAFF ORGANOGRAM

Total annual cost to employer will be between R550,000 – R750,000 per annum

Will work within the Experience team

Will work with members from the Consulting team

Will be required to manage junior resources to upskill them towards an experience-driven orientation

B.  PERSON PROFILE

MINIMUM QUALIFICATIONS EXPERIENCE

KEY KNOWLEDGE & SKILLS

Undergraduate degree in a UX-related field (equivalent to an NQF level 7)

Postgraduate degree in a related field is preferred (NQF level 8)

Formal training/certification in UX design methodology will be beneficial

5 - 6 years’ working experience as a CX designer or similar role

Experience in an environment requiring business acumen will be strongly advantageous

Up-to-date knowledge of the Adobe Creative Suite for creative designs

Good understanding and capability in web and application design

Expertise in customer-centric principles

Customer insights generation, translation and transformation into tangible experience designs

Outstanding knowledge of journey mapping methodology

Capture and understand user and business requirements

Able to apply original, creative, abstract verbalisation and conceptualisation in problem solving scenarios or explanation of ideas

Design thinking capability

Fluency in generating numerous potential concepts through ideation

Ability to transform written information into cohesive, alternative forms of visual and oral media

Good English grammar

Strong business and technical acumen

Knowledge of augmented- and virtual reality offerings and potential application

Take ownership of the quality standard of work produced by my team.

Objectively review and critique own work as well as those of others in terms of its quality and depth of value that it provides to the client/end-user.

Present deliverables in a visually aesthetic manner.

Demonstrate information in a visually impactful way that simplifies the message to an audience without losing the core details.

Drive your team’s development of UI/UX mock-ups and prototypes that clearly illustrate how designs function and what it looks like.

Illustrate ideas and designs through storyboarding, process flows, journey maps and sitemaps by integrating business requirements, customer emotion and technical requirements into single, cohesive designs.

Ensure that an end-design meets the core business objectives required by the client, while providing users with the optimum experience in terms of efficiency, effectiveness and engagement.