Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As an Integrated-Strategy & Operations-Associate 2, you will play a pivotal role in enhancing customer experiences by analyzing client needs and developing customer-centric solutions. Within our Customer practice, you will focus on creating seamless and personalized experiences that drive satisfaction and loyalty. As an Associate, you will contribute to client engagements and projects, developing your skills and knowledge to deliver quality work. You will be exposed to clients, learning how to build meaningful connections and manage diverse perspectives, while growing your personal brand and technical skills.

In this role at PwC Acceleration Center India, you will adapt to working with a variety of clients and team members, each presenting unique challenges and scope. You will take ownership of your development, applying a learning mindset to sustain performance and potential. By actively listening and expressing ideas clearly, you will gather information from various sources to analyze facts and discern patterns. Your commitment to understanding business operations and building commercial awareness will be key as you navigate through the firm, opening doors to more opportunities and contributing to the success of your team.

Responsibilities
We are looking for customer-focused, business-first professionals who can operate across strategy, design, operations, product, and technology. This is a hands-on consulting role for individuals who can structure ambiguous problems, facilitate stakeholder alignment, and convert experience opportunities into implementation-ready business and functional requirements. Ideal candidates will have:

- Relevant experience in customer experience strategy, service design, digital transformation, product delivery, or business analysis within consulting or a global delivery environment.
- Understanding customer experience frameworks, human-centered design, journey mapping, service blueprinting, operating models, governance, and experience measurement.
- Hands-on experience conducting discovery workshops, stakeholder interviews, qualitative or quantitative research, and current-state assessments.
- Strong business analysis capabilities, including requirements of elicitation, process decomposition, functional analysis, traceability, prioritization, and solution validation.
- Experience translating research, business objectives, operational needs, and technology constraints into clear experience concepts and actionable requirements.
- Familiarity with digital experience ecosystems, including CRM, customer portals, commerce, marketing technology, contact centers, service management, identity, data, analytics, and integration platforms.
- Working knowledge of Agile delivery practices, including epics, features, user stories, acceptance criteria, functional specifications, backlog refinement, sprint readiness, and release prioritization.
- Ability to connect frontstage customer interactions with backstage processes, roles, systems, data, controls, and organizational capabilities.
- Robust analytical thinking, synthesis, problem-solving, facilitation, and executive communication skills.
- Exposure to clients and stakeholders in a cross-functional and global environment.
- Own defined components of discovery, customer research, current-state assessment, persona development, journey mapping, service blueprinting, market analysis, opportunity identification, process design, requirements definition, Agile delivery, testing, and client-ready documentation.
- Synthesize customer, stakeholder, market, and operational inputs into clear insights and recommendations, connecting findings to customer needs, business priorities, and experience opportunities.
- Collaborate effectively with cross-functional teams across business, product, design, data, architecture, and technology.
- Build and facilitate defined portions of discovery, research, co-creation, journey mapping, and requirements-gathering workshops.
- Translate customer and business needs into clear strategic recommendations, experience artifacts, and implementation-ready requirements.
- Support backlog refinement, testing, defect clarification, release readiness, and delivery activities.
- Demonstrate strong attention to quality, documentation, and stakeholder communication.
- Translate insights into future-state experience concepts and strategic artifacts, such as experience principles, future-state journeys, opportunity areas,



prioritized recommendations, and CX roadmaps.
- Contribute to client storytelling and strategic recommendations, developing clear, visually compelling client-ready materials and confidently presenting portions of the work to client stakeholders.

- Skills Preferred:Candidates should be able to demonstrate customer transformation consulting capabilities across the following areas:CX Strategy, Research & Experience Design
- Plan and conduct stakeholder interviews, discovery workshops, customer research, and co-creation sessions to understand customer expectations, pain points, business priorities, and operational constraints.
- Synthesize research and workshop outputs into insights, personas, journey maps, experience principles, opportunity areas, and measurable experience outcomes.
- Define future-state customer and employee experiences across web, mobile, portals, contact centers, sales, service, marketing, and other assisted or digital channels.
- Create journey maps, service blueprints, experience blueprints, ecosystem maps, and future-state experience visions.
- Develop CX strategies, capability roadmaps, MVP recommendations, and phased transformation plans that balance customer value, business impact, feasibility, and delivery risk.
- Apply market research, customer insights, analytics, and emerging experience trends to identify opportunities and shape strategic recommendations.
- Ability to work with clients to understand detailed requirements define end-to-end CX strategies that meet client needs and vision.
- Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design.
- A solid grasp of user-centered design (UCD), planning and conducting design research, user testing.
- Experience in qualitative and quantitative research methodologies, including interviews, surveys, journey mapping & workshops.
- Robust analytical and synthesis skills: ability to translate complex, ambiguous research data into clear strategic frameworks, insights, and recommendations.
- Experience creating service blueprints, ecosystem maps, and future-state experience visions that connect frontstage customer interactions with backstage operations and systems.
- Excellent communication, facilitation, and stakeholder management skills.
- Ability to work collaboratively in fast-paced, cross-functional, and client-facing environments.
- Passion for customer experience strategy, innovation, and solving complex user and business challenges.
- Be passionate about all things CX Strategy, experience innovation. UX and other areas of design and innovation.
- Research and showcase knowledge in the industry’s latest trends and technologies.
- Ability to communicate ideas visually through low-fidelity wireframes, workflows, sketches, or conceptual prototypes.
- Ability to leverage generative AI tools to accelerate research synthesis, insight generation, persona development, and strategic storytelling.
- Familiar with AI-assisted workflows to optimize strategic and design outputs.
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- Collaborate with senior client stakeholders across business, product, customer experience, design, architecture, data, operations, and technology teams to understand strategic objectives, customer needs, operational challenges, and solution requirements.
- Facilitate & support discovery workshops, stakeholder interviews, requirements elicitation sessions, process walkthroughs, and collaborative design sessions.
- Conduct current-state assessments across people, process, technology, data, and governance, and define future-state processes, operating models, experience improvements, and capability roadmaps.
- Develop customer journeys, service blueprints, experience flows, process maps, ecosystem maps, use cases, personas, and other artifacts that connect customer interactions with supporting business processes and systems.
- Document business processes, business rules, functional requirements, non-functional considerations, data needs, assumptions, dependencies, risks, controls, and decision points.
- Translate customer insights, experience concepts, and business needs into structured epics, features, user stories, acceptance criteria, functional specifications, and solution notes.
- Conduct fit-gap analysis, impact assessments, option analysis, and prioritization exercises to support solution decisions, MVP definition, roadmap development, and scope management.
- Define success measures, KPIs, and reporting requirements to evaluate customer experience, process performance, adoption, and business outcomes.




- Maintain traceability from customer insights and business objectives through requirements, design, development, testing, and release.
- Create reusable documentation, frameworks, playbooks, templates, and quality standards to promote consistency, scalability, and effective knowledge transfer.
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- Perform Business Analyst, Functional Consultant, Product Owner, or Project Management responsibilities across customer experience, CRM, service, commerce, portal, and digital transformation implementations.
- Collaborate with product owners, UX designers, architects, developers, data teams, platform specialists, testing teams, and delivery leads to translate approved requirements into implementation-ready deliverables.
- Review wireframes, prototypes, workflows, data requirements, integration considerations, and functional designs to confirm alignment with customer journeys, business requirements, accessibility expectations, and operational processes.
- Refine and prioritize product backlogs, clarify requirements, resolve ambiguity, define MVP boundaries, and prepare user stories for sprint execution.
- Facilitate backlog refinement, sprint planning, solution walkthroughs, requirements validation, and stakeholder review sessions within Agile delivery environments.
- Support the implementation of customer-facing platforms and enterprise applications, including Salesforce, Adobe Experience Cloud, Oracle, CRM, customer service, commerce, content management, data, and analytics solutions.
- Identify cross-functional dependencies, integrations, data requirements, risks, controls, and change impacts early in the implementation lifecycle.
- Support data mapping, data quality, access, governance, migration, integration, and reporting requirements across platforms and supporting systems.
- Define expected outcomes and business scenarios for system integration testing and user acceptance testing.
- Review test results and defects, support defect triage, clarify expected system behavior, and validate that delivered functionality meets agreed business and customer needs.
- Use generative AI responsibly to accelerate requirements elicitation, process analysis, documentation, traceability, test-scenario development, quality reviews, and stakeholder communications.
- Support adoption of AI-enabled capabilities by translating new functionality into process changes, role impacts, training needs, operating procedures, and change-management requirements.
- Support release readiness, business validation, training, stakeholder communications, adoption planning, and post-implementation optimization.

- Client, Change & Practice Contribution

- Contribute to customer experience and business transformation engagements, including implementation roadmaps, operating model changes, adoption planning, and change management.
- Develop stakeholder communications, training materials, process guidance, and enablement content to support solution adoption.
- Coordinate across business, product, design, technology, and delivery teams to manage dependencies, risks, decisions, and implementation readiness.
- Develop high-quality client-facing presentations, executive summaries, proposals, and recommendations.
- Participate in business development activities, including proposal development, solution design, capability demonstrations, and creation of reusable assets.

- & BUSINESS ANALYSTCustomer Experience Strategy & Business Analysis helps clients define and deliver connected customer and employee experiences by combining human-centered research, experience strategy, process design, and structured business analysis. The offering translates customer insights and business priorities into future-state journeys, operating processes, solution requirements, and executable transformation roadmaps across sales, service, marketing, commerce, and digital platforms.Tools & System:

- Proficiency in Microsoft Suite and strategic storytelling tools is a must. Working knowledge of Miro or equivalent workshop facilitation tools is required. Familiarity with UX tools like Figma, Guidewire is a must.
- Experience with AI-assisted research and design tools.
- Business Analyst - Salesforce Sales Cloud, Service Cloud, Adobe Experience Cloud, Google Analytics, and other leading tools.

What You Must Have

- At least a Bachelor's degree
- At least 2 years of experience
- Oral and written proficiency in English required

What Sets You Apart

- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating skills in Customer Experience (CX) Design and Strategy
- Utilizing Customer Relationship Management tools effectively
- Engaging in Customer Journey Analysis and Customer Segmentation
- Applying Business Process Improvement techniques
- Excelling in Customer Data Management (CDM) and Customer Satisfaction analysis
- Participating in Service Design and Customer Value Proposition (CVP) development

Travel Requirements

Up to 40%

Job Posting End Date

📌 Integrated-Strategy & Operations-Associate 2-Bangalore (Bengaluru)
🏢 PricewaterhouseCoopers
📍 Bengaluru