Integrated CX BA & Strategy -Senior Associate

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 respo