Service Design Consulting Senior Associate

Service design and customer operations are central to PwC’s public sector consulting work. Apply journey analysis and workshop facilitation across office, home and client sites.This Senior Associate role supports projects improving essential services for patients, citizens, residents, service users and supporters. You will contribute across service design, customer operations, digital engagement, contact centres and case management. Success requires clear communication, evidence-based recommendations and practical delivery in complex stakeholder environments.Key Responsibilities:
Map journeys across access, navigation and digital engagementSupport operating model and process solution designInterpret demand, user and workforce dataProduce high-quality client deliverablesGuide junior colleagues across multidisciplinary teamsRequirements:
Customer or service transformation experienceWorkshop facilitation and stakeholder engagement capabilityStructured problem-solving and business case experienceKnowledge of digital channels and contact-centre platformsAbility to navigate ambiguity and develop practical recommendationsBring service design, customer operations and facilitation expertise to PwC projects improving public service experiences and outcomes.
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