At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer experience at PwC will specialise in providing consulting services focused on enhancing the overall customer experience. You will analyse customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Apply a learning mindset and take ownership for your own development.
- Appreciate diverse perspectives, needs, and feelings of others.
- Adopt habits to sustain high performance and develop your potential.
- Actively listen, ask questions to check understanding, and clearly express ideas.
- Seek, reflect, act on, and give feedback.
- Gather information from a range of sources to analyse facts and discern patterns.
- Commit to understanding how the business works and building commercial awareness.
- Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm's code of conduct and independence requirements.
PwC US ADVISORY –
CSX – Sales, Service & Marketing
The Commercial & Service Excellence platform helps clients transform how they engage, sell to, and serve their customers through strategy, operations, and technology. From optimizing go-to-market strategies to delivering and managing Salesforce and Dynamics platforms, the offering enables end-to-end commercial transformation. Whether modernizing sales, marketing, e-commerce or customer service functions, Commercial and Service Excellence equips teams to create connected customer experiences, drive revenue growth, and sustain performance through managed services.Our Sales, Service & Marketing practice team, which is part of CSX, focuses on modernizing commercial functions across marketing, sales, and service to drive profitable growth and customer engagement. Combines strategy, operations, and technology—including Dynamics, enabling apps, and contact center platforms—to transform how clients activate and scale in the market.
OFFERING OVERVIEW: INTEGRATED CUSTOMER EXPERIENCE
ICX aims to modernize the user experience with PwC’s User Experience Design StudioThese offering designs integrated omnichannel customer experiences across sales, marketing and service interactions. Our approach integrates personalization, process automation, and omnichannel engagement strategies to enhance customer interactions while aligning with business goals. We focus on streamlining sales and marketing execution, ensuring a seamless customer journey across multiple touchpoints
Knowledge Preferred
POSITION REQUIREMENTS –
Experienced Associate
Candidates should demonstrate substantial experience and / or knowledge in any of the following
Areas
- Statistical Data Analysis: Softwares like SAS/SPSS/Excel, Alteryx, analytical languages like Visual Basic, R and Python
- Growth marketing activities like strategic brand segmentation, value proposition, and positioning
- Visualization Tools like Tableau, Power BI and MicroStrategy.
- Exposure to AI / GenAI tools, namely but not restricted to ChatGPT, KNIME, RapidMiner, Google Analytics, etc.
Skills Preferred
Candidates should be able to demonstrate extensive customer transformation consulting abilities within a project team that includes the following:
- Business Problem Solving & Value Creation
- Translate explicit and implicit client needs into structured analytical approaches.
- Break down complex problems into simple, actionable tasks with measurable outcomes.
- Apply a hypothesis-driven mindset to identify value levers and solve dynamic business issues.
- Develop business cases, cost-benefit analyses, and market sizing models to inform strategy.
- Combine big-picture thinking with attention to detail to deliver impactful client outcomes.
- Analytics Delivery & Insight Generation
- Derive actionable insights from data to support key client decisions and drive measurable value.
- Conduct primary and secondary research to validate hypotheses and inform strategy.
- Use statistical and modeling techniques (e.g., forecasting, hypothesis testing, optimization) to uncover trends and guide recommendations.
- Leverage analytic techniques (e.g., segmentation, clustering, scenario modeling) to support decision-making across client functions.
- Create executive-ready deliverables including dashboards, presentations, and structured reports.
- Pricing Strategy & Analytics
- Analyze pricing performance, customer segmentation, and product margins to identify optimization opportunities.
- Build and apply pricing models including elasticity analysis, promotional ROI, and deal-level pricing.
- Support the transformation of pricing processes through technology, data governance, and KPIs.
- Work with cross-functional teams to design pricing strategies aligned with revenue and profitability goals.
- Present insights that link pricing actions to commercial outcomes for clients.
- Tools, Data, & Technical Proficiency
- Strong proficiency in Excel; experience with Power BI, Tableau, or similar tools.
- Exposure to SQL, Alteryx, or scripting languages (Python, R) for data prep and analysis.
- Ability to work with structured/unstructured data and perform wrangling, visualization, and interpretation.
- Familiarity with cloud-based platforms (Snowflake, Azure, GCP) and modern data ecosystems is a plus.
- Apply statistical logic with a focus on computational efficiency and business relevance.
- Consulting Skills & Cross-Functional Collaboration
- Collaborate across diverse project teams and functions (e.g., marketing, ops, finance).
- Deliver results in a fast-paced environment while managing competing priorities.
- Present findings clearly to stakeholders across seniority levels, both technical and non-technical.
- Contribute to client workshops, interviews, and the development of project deliverables.
- Demonstrate agility, structured thinking, and strong project/workstream management.
Educational Background
- MBA / M.Tech / M.SC in Statistics (preferred)
- B.Tech / B.SC in Statistics
Additional Information
- Travel Requirements: Travel to client locations may be required as per project requirements.
- Experience: 2-5 years of prior relevant work experience in an Analytics / Data Strategy role in management consulting or similar multinational environment will be a bonus
