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Digital and Cyber - DSE - CX - Associate

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Date: Dec 1, 2025

Location: Amman, JO

Company: PwC MiddleEast

About Us

With offices in 152 countries and nearly 328,000 professionals, we are one of the world’s leading professional services networks, helping organisations and individuals create lasting value through Assurance, Tax and Advisory services. For over 40 years, we have contributed to the Middle East’s transformation journey, partnering with governments and businesses to deliver sustainable solutions. Today, more than 12,000 of us across Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestine, Qatar, Saudi Arabia and the UAE are shaping the region’s future.  

 

Line of Service Overview

At PwC Consulting, you’ll shape strategies that redefine industries and drive national visions. We partner with leaders to deliver transformative solutions in enterprise strategy, digital innovation, operational excellence, cyber resilience, and risk management. Join a community that values bold thinking, collaboration, and measurable impact—where your expertise accelerates change and creates lasting value. 

 

Business Unit Overview

The Digital & Cyber Business Unit brings together deep technology expertise and bold thinking to help organizations thrive in a connected, data-driven world. We support clients in reimagining how they operate, serve, and grow—by harnessing the power of digital products, emerging tech, cloud, data, and cyber resilience.

Whether shaping enterprise-wide transformation or enabling targeted innovation, we work at the intersection of strategy, technology, and trust—delivering scalable solutions that empower clients to move faster, think smarter, and lead with confidence.

 

How You’ll Contribute

As an Associate, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. Responsibilities include but are not limited to:  

  • Collaborate within a team of problem solvers to address business challenges, from minor to complex, from strategy through execution.
  • Conduct qualitative and quantitative research to gather customer insights (e.g., interviews, surveys, observations).
  • Apply customer segmentation methodologies to identify and analyze distinct customer groups.
  • Support the development of customer personas that reflect real behaviors, motivations and needs.
  • Analyze customer needs, emotions and patterns using empathy maps, emotional heatmaps and other human-centered design artifacts.
  • Participate in co-creation workshops, focus groups and design sprints, helping to prepare materials, capture insights, and synthesize outcomes.
  • Support “mystery shopper” and experience audit activities, including preparing scenarios, executing or supporting visits/calls, documenting observations, and summarizing key findings.
  • Map current and future customer journeys and identify experience challenges across touchpoints.
  • Identify root causes of pain points across segments and personas and propose actionable, practical solutions.
  • Support gap analyses, maturity assessments, and customer satisfaction measurement (e.g., NPS, CSAT, CES).
  • Contribute to the development of customer experience strategies and transformation initiatives under the guidance of senior team members.
  • Assist in prioritizing initiatives and developing implementation roadmaps and execution plans.
  • Contribute to CX benchmarking, including researching competitor and cross-industry best practices, analyzing comparable experiences and summarizing findings into clear, structured views for clients.
  • Collaborate with internal teams and clients to collect, organize, and present insights, ensuring alignment around customer needs and priorities.
  • Prepare clear, visually compelling presentations (e.g., PowerPoint) and storytelling materials to communicate findings, recommendations, personas, and journey maps to internal and client stakeholders.
  • Prepare documentation such as reports, journey maps, workshop outputs, and experience blueprints that bring the customer’s voice to life.
  • Support service design, innovation, and digital transformation deliverables (e.g., new service concepts, journey improvements, digital feature enhancements).
  • Support Voice of the Customer (VoC) and feedback initiatives, including setting up or utilizing CX tools and dashboards, consolidating customer feedback, and highlighting key themes and opportunities.
  • Stay updated on CX best practices, tools, trends, and technologies, and proactively share relevant insights, frameworks, and examples with the wider team.
  • Actively contribute to collaboration and knowledge sharing, including maintaining and improving internal playbooks, templates, case studies, and knowledge repositories, and sharing lessons learned across engagements.
  • Maintain a customer-first mindset and build trust through clear, honest, and professional communication with colleagues and clients.
  • Demonstrate strong time management and ownership of assigned tasks, ensuring high-quality, on-time delivery in a fast-paced consulting environment.

What You’ll Bring

  • Bachelor’s degree in Marketing, Business Administration, Industrial Engineering, Information Technology, or a related field.
  • Minimum 1–3 years of relevant experience (e.g., customer experience, consulting, research or related fields).
  • Strong analytical and problem-solving abilities.
  • Excellent communication, presentation and documentation skills.
  • Ability to travel for onsite engagements.

How You’ll Make a Difference

At PwC Midde East, we expect all our people to embody the skills and behaviours of The PwC Professional framework, helping us deliver on our strategy while growing and developing as leaders at every level.  

 

Why You’ll Love Working at PwC

At PwC Middle East, you’ll find more than just a job - you’ll build a meaningful career, supported by rewards and benefits that help you thrive. We offer competitive pay, comprehensive benefits, and programs that promote well-being, balance, and personal growth. You’ll have access to continuous learning, digital upskilling, and a collaborative environment that values innovation, mentorship, and diversity. Are you ready to make a difference? Want to unlock new value by applying your unique perspective and talents? You can grow exponentially here. Discover more about Life at PwC Middle East.