Integrated CX BA & Strategy -Senior Associate

Job description

Industry/Sector Not Applicable Specialism Customer Management Level Senior 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 CX BA & Strategy - Senior Associate, you will engage in customer consulting, specializing in strategies and initiatives that enhance customer experiences and drive business growth. Within our Commercial & Service Excellence practice, you will analyze client needs, develop customer-centric solutions, and provide guidance to help clients improve their customer interactions. This role involves designing customer journey maps and offering support to create seamless and personalized experiences that foster customer satisfaction and loyalty. As a Senior Associate, you will focus on building meaningful client connections and learning how to manage and inspire others. You will navigate complex situations, growing your personal brand and deepening your technical skills. You are expected to anticipate the needs of your teams and clients, delivering quality work. Embracing ambiguity, you will use these moments as opportunities to grow, asking questions when the path forward isn’t clear. In this role at PwC Acceleration Center India, you will leverage a broad range of tools and methodologies to generate new ideas and solve problems, while upholding professional and technical standards. 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. Strong analytical thinking, synthesis, problem-solving, facilitation, and executive communication skills. Exposure to clients and stakeholders in a cross-functional and global environment. What You Must Have - Bachelor's and/or MBA in Sales / Marketing / Strategy/ Analytics from a premier B-School - 5 - 8 years of experience - Oral and written proficiency in English required Lead CX strategy and/or business analysis workstreams, from discovery and experience definition through requirements, prioritization, implementation support, and business readiness. Structure complex customer and business problems into clear insights, strategic recommendations, experience concepts, requirements, process models, and implementation priorities. Facilitate senior stakeholder discussions, workshops, and decision-making sessions. Own the quality, completeness, and consistency of key client deliverables. Drive requirements clarification, prioritization, scope, and MVP decisions. Identify and manage risks, dependencies, assumptions, and cross-functional issues. Coordinate effectively across business, product, design, architecture, data, technology, and delivery teams. Guide implementation and business-readiness activities through testing, release, adoption, and optimization. Guide Associates and peers in strategy methods and deliverables, providing direction and review across research, synthesis, journey mapping, service blueprinting, strategic frameworks, and storytelling. Maintain accountability for workstream outcomes, stakeholder alignment, and delivery quality. Lead defined CX strategy workstreams, independently planning and driving research, current-state assessment, persona and journey development, service blueprinting, market analysis, future-state experience definition, and opportunity identification. Structure ambiguous customer and business problems into a clear strategic approach, determining the questions to answer, inputs required, analyses needed, and experience frameworks to apply. Synthesize customer research, market insights, business priorities, operational realities, and data into a clear point of view, identifying the implications and recommendations that matter most to the client. Shape future-state experience strategies and transformation roadmaps, connecting customer needs and experience opportunities to business value, capabilities, operating model implications, technology needs, and implementation priorities. Lead CX-focused client workshops and working sessions, including discovery, journey mapping, co-creation, prioritization, and future-state visioning, and drive stakeholders toward decisions and alignment. Own the strategic storyline and quality of CX deliverables, translating complex findings into clear executive-level narratives and confidently presenting recommendations 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. Strong 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. Business Process, Experience & Requirements Design Lead engagement 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. Lead 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. Lead 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. Implementation & Business Delivery Support 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. 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 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 analytical thinking and business process improvement - Utilizing customer experience design and strategy skills - Excelling in customer journey analysis and segmentation - Managing customer satisfaction surveys and retention strategies - Embracing change and intellectual curiosity in complex situations - Navigating ambiguity with self-awareness and reflection Travel Requirements Up to 40% Job Posting End Date