Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Administration

Management Level

Senior Associate

Job Description & Summary

Ready to leave your digital mark on PwC's future? Join our Experience Design Center of Excellence within Products & Technology (P&T) and bring to life our ‘Service Design’ offering to power PwC products and digital strategies.

At PwC, we're passionate about delivering exceptional experiences and journeys across our diverse product and service portfolio. As part of our team, you'll support our Service Design service offering and enhance existing products, services, and programs across the firm, leaving a lasting impact on PwC's design culture.

As a Service Designer, you are equal parts analytical as you are creative thinker with a strong ability to story tell and influence stakeholder groups. You will work collaboratively with cross-functional teams to design, prototype, and implement solutions that enhance client satisfaction, streamline experiential journeys, and drive business growth. You will integrate design thinking methodologies with strategic planning and decision-making processes to solve complex problems and create innovative solutions at a higher, more holistic level within our organization.

Meaningful work you'll be part of 
 

As a Service Designer, Senior Associate, you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high-quality client service, and operational efficiency. Responsibilities include but are not limited to: 

Perform user research (qualitative and quantitative) to gain a deep understanding of user needs, behaviors, and pain points. 

Analyze user research data and synthesize it into insights that inform design decisions and ensure a user-centric approach. 

Develop service solutions that enhance customer experience at a solution, strategic, and organizational level. 

Conduct research, including user interviews, surveys, and data analysis, to gather insights and inform service design decisions. 

Mapping out current and future state user journeys, and/or comprehensive blueprints that include both frontstage (user interactions) and backstage (support processes and tech). 

Develop detailed personas that capture the core user groups and their needs, wants, and/or motivations across the service journey/experience. 

Involve stakeholders in the process of service design through workshops, presentations, and collaboratively defining the vision and success metrics. 

Generate innovative service concepts and design prototypes to visualize and test new service experiences. 

Work closely across business units and with delivery teams such as product managers, developers, UX/UI design, and customer support to support seamless implementation of service designs across multiple business units and functional areas across our firm. 

Monitor the performance of services and identify opportunities for improvement, iterating on designs as needed using design KPIs to measure and track success metrics to advise business units based on insights. 

Experiences and skills you'll use to solve 

Bachelor's degree in business, Technology Design, or a related field. 

Experience collaborating across disciplines, including UX, product management, engineering, and business stakeholders. 

Use strong communications skills to obtain valuable data from users, as well as presenting and defending service blueprints, design concepts, or other deliverables to peers and executive stakeholders. 

Proficiency in leading co-creation and/or service design workshops, towards the creation of journey maps, service blueprints, design concepts, etc. 

Manage time and prioritize tasks to address the most critical items first and meet project deadlines, including managing multiple projects simultaneously where required. 

Industry accreditation in Design Thinking, Service Design, Business Innovation, or related field preferred. 

Proven experience as a Service Designer or similar role, with a portfolio showcasing strong design skills. 

Proficiency in industry standard design tools and frameworks, such as FigJam, Figma, and Miro. 

Proficiency in Microsoft Suite for presentation and documentation. 

Solid understanding of user-centered design principles and practices (e.g., Design Thinking, Human-Centric Design, service design principles). 

PwC Canada is committed to cultivating an inclusive, hybrid work environment. Exact expectations for your team can be discussed with your interviewer. 
 

PwC BC Region Pay Range Information 

The salary range for this position is $52,600 - $87,700, plus individuals may be eligible for an annual bonus payment. Actual compensation within the range will be dependent upon your skills, experience, qualifications, and geographic location. Please note that the salary range for this position is reflected for our British Columbia region. Given our national recruiting approach, we recruit (and may hire) in other regions and therefore the salary range may differ depending on the work location. PwC is committed to competitive compensation and sharing salary ranges in accordance with applicable pay transparency legislation as they arise. 
 

Why you'll love PwC 

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll be 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, Métis, and Inuit Peoples. We recognize the systemic racism, colonialism, and 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, Active Listening, Agile Methodology, Analytical Thinking, Business Case Development, Business Process Modeling, Communication, Competitive Analysis, Creativity, Customer Needs Analysis, Customer Relationship Management, Customer Satisfaction, Digitization, Embracing Change, Emotional Regulation, Empathy, Inclusion, Intellectual Curiosity, Learning Agility, Marketing Management, Market Research, Market Trends, Operationalization, Optimism {+ 17 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

At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.

We’re committed to providing accommodations throughout the application, interview, and employment process. If you require an accommodation to be at your best, please let us know during the application process.

To learn more about inclusion and diversity at PwC Canada: https://www.pwc.com/ca/en/about-us/diversity-inclusion.html. Be a part of The New Equation.

Chez PwC Canada, notre atout le plus précieux, c’est notre personnel. Et c’est en apprenant les uns des autres que nous devenons plus forts. Nous avons à cœur de créer une communauté équitable et inclusive de professionnels de la résolution de problèmes, dans laquelle chacun se sent vraiment à sa place. Nous savons que l’expérience peut prendre diverses formes et, pour nous, donner confiance au public et résoudre des problèmes importants n’est possible que si notre milieu de travail reflète la diversité de la société dans laquelle nous vivons.

Nous tenons à répondre à 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 être parfaitement à l’aise, faites-le-nous savoir à l’étape de la demande d’emploi.

Pour en savoir plus sur l’inclusion et la diversité chez PwC Canada: https://www.pwc.com/ca/fr/about-us/diversity-inclusion.html. Faites partie de La Nouvelle équation.