CTIO - UX Lead - Senior Manager

📍 Job Overview

Job Title: CTIO - UX Lead - Senior Manager

Company: PwC

Location: New York, NY (Primary), with multiple other US office locations available.

Job Type: Full-time

Category: Technology / User Experience Operations

Date Posted: 2026-08-21

Experience Level: Senior Manager (7+ years)

Remote Status: On-site (with up to 20% travel)

🚀 Role Summary

• Lead strategic user experience (UX) design initiatives to enhance product interaction and overall customer satisfaction within PwC's Internal Firm Services (IFS) practice.

• Guide cross-functional teams through the strategic planning and execution of user-centered design projects, ensuring alignment with business objectives and client needs.

• Leverage expertise in human-computer interaction (HCI) and user interface (UI) prototyping to drive the development of innovative and intuitive design solutions.

• Build and maintain strong relationships with internal and external stakeholders to gather critical insights, feedback, and ensure continuous improvement of user experiences.

• Oversee the deployment and analysis of usability testing and heuristic evaluations to optimize product interaction and user satisfaction.

📝 Enhancement Note: While the title includes "CTIO" and "UX Lead," the core responsibilities and description firmly place this role within a UX leadership capacity, focusing on internal product and service enhancements rather than a Chief Technology and Innovation Officer role. The emphasis on Internal Firm Services suggests a focus on optimizing the technology and user experience for PwC employees and internal operations.

📈 Primary Responsibilities

• Spearhead the design and enhancement of products, systems, and services, ensuring a user-centric approach throughout the lifecycle.

• Lead and mentor UX design teams, fostering an environment of innovation, collaboration, and continuous improvement.

• Develop and implement UX strategies that align with business goals and enhance user engagement and satisfaction.

• Conduct and oversee usability testing, heuristic evaluations, and user research to identify pain points and opportunities for optimization.

• Translate complex user needs and business requirements into intuitive and effective user interface designs and prototypes.

• Champion emerging technologies and design practices to drive innovation in user experience solutions.

• Ensure data integrity and compliance within all design frameworks and user experience initiatives.

• Identify and articulate opportunities for improving customer experience and driving product innovation within the IFS practice.

• Validate design outcomes with clients and stakeholders, incorporating feedback to drive iterative improvements.

• Manage project scope, timelines, and resources effectively for UX-led initiatives.

📝 Enhancement Note: The responsibilities are heavily focused on UX leadership and execution within an internal services context. This implies a need for strong program management skills alongside design expertise, with a particular emphasis on driving adoption and satisfaction among internal users.

🎓 Skills & Qualifications

Education:

• Bachelor's degree required. Advanced degrees in Design, Human-Computer Interaction, Psychology, Computer Science, or related fields are advantageous. Experience:

• Minimum of 7 years of progressive experience in User Experience (UX) design, with a significant portion in leadership or management roles.

• Proven track record of leading large-scale UX design projects from conception to implementation.

• Experience within consulting environments or large enterprise Internal Firm Services (IFS) is highly desirable. Required Skills:

• User Experience (UX) Design: Deep expertise in UX principles, methodologies, and best practices.

• Human-Computer Interaction (HCI): Strong understanding of HCI theories and their application in designing user-friendly interfaces.

• UI Prototyping & Design Tools: Proficiency with industry-standard design and prototyping tools (e.g., Figma, Sketch, Adobe XD, InVision).

• Usability Testing & Heuristic Evaluation: Demonstrated ability to plan, conduct, and analyze various forms of user research and evaluation.

• Strategic Planning & Advising: Ability to develop and articulate strategic UX roadmaps and provide expert advice to stakeholders.

• Team Leadership & Mentoring: Proven experience leading, coaching, and developing high-performing, diverse, and inclusive teams.

• Stakeholder Management: Excellent interpersonal and communication skills to build relationships and manage expectations with clients and internal partners.

• Systems Thinking: Ability to analyze complex systems and identify interconnected opportunities for improvement.

Preferred Skills:

• Product Innovation: Experience in identifying and driving new product or service innovations.

• Data Integrity & Compliance: Understanding of data governance, privacy, and compliance considerations in design.

• Agile/Scrum Methodologies: Familiarity with agile development processes and how UX integrates within them.

• Information Architecture: Strong skills in organizing and structuring content for optimal navigation and user flow.

• Visual Design Principles: Understanding of visual design elements that contribute to effective and appealing user interfaces.

📝 Enhancement Note: The "7 years of experience" requirement combined with "Senior Manager" title suggests a need for demonstrated leadership and strategic contribution, not just execution. The emphasis on "systems thinking" and "crafting impactful messages" points towards a candidate who can connect UX initiatives to broader business outcomes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing a range of UX design projects, demonstrating a progression from initial concept to final implementation.

• Case studies that clearly articulate the problem statement, your role, the design process followed, the challenges encountered, and the measurable impact of your solutions.

• Examples of user research, wireframes, interactive prototypes, and final UI designs.

• Demonstrations of how you have applied user-centered design principles to solve complex business problems.

• Evidence of how you have leveraged user feedback and data to iterate and improve designs. Process Documentation:

• Ability to document and present UX processes, including user research methodologies, design thinking frameworks, and prototyping workflows.

• Examples of how you have established or improved design processes within a team or organization.

• Documentation of how you have ensured data integrity and compliance within UX projects.

• Clear articulation of how you measure the success of UX initiatives, including key performance indicators (KPIs) and return on investment (ROI).

📝 Enhancement Note: For a Senior Manager role, the portfolio should not just showcase design output but also strategic thinking, leadership in process improvement, and the ability to measure and articulate business impact. Demonstrating a structured approach to UX operations and team enablement will be critical.

💵 Compensation & Benefits

Salary Range: $91,000 - $321,500 USD per year.

• 📝 Enhancement Note: This is a broad salary range, typical for a Senior Manager role across various locations and experience levels within a large consulting firm like PwC. The final compensation will be determined by factors including specific location (New York City likely at the higher end), candidate's depth of experience, and demonstrated skills against the requirements. Researching PwC's compensation bands for Senior Managers in the target location is recommended.

Benefits:

• Comprehensive Health Coverage: Medical, Dental, and Vision insurance plans.

• Retirement Savings: 401k plan with potential company match.

• Paid Time Off: Generous holiday pay, vacation days, and personal sick leave.

• Family Support: Personal and family sick leave provisions.

• Additional Perks: Access to resources and programs detailed at https://pwc.to/benefits-at-a-glance.

Working Hours:

• Standard full-time position, typically around 40 hours per week.

• Flexibility may be required based on project demands and client needs.

• Up to 20% travel is expected.

📝 Enhancement Note: The benefits package is standard for a large professional services firm, emphasizing comprehensive health and retirement support. The inclusion of personal and family sick leave highlights a commitment to employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Consulting (specifically Information Technology within Internal Firm Services).

Company Size: PwC is a global network of firms with over 364,000 people worldwide, indicating a large, complex, and well-resourced organization.

Founded: The firm's origins trace back to the mid-19th century, signifying a long-standing history and established reputation in the professional services industry.

Team Structure:

• This role operates within the Internal Firm Services (IFS) practice, focusing on technology and IT solutions that support PwC's internal operations and employees.

• The UX Lead will likely manage a team of UX designers, researchers, and potentially UI developers, reporting to a higher-level director or partner within the IFS technology group.

• Collaboration will be extensive with various internal business units, IT departments, and project management teams to deliver enhanced digital products and services. Methodology:

• PwC emphasizes a client-centric approach, focusing on delivering value through strategic advice, innovative solutions, and robust implementation.

• For this role, methodologies will likely include Design Thinking, Agile, and other user-centered design frameworks for product development and enhancement.

• There's a strong emphasis on data integrity, compliance, and validating outcomes with stakeholders.

Company Website: https://www.pwc.com/

📝 Enhancement Note: The Internal Firm Services (IFS) context is crucial. This means the "clients" are primarily PwC employees and internal departments, requiring a deep understanding of corporate environments, internal workflows, and the unique challenges of supporting a large professional services firm.

📈 Career & Growth Analysis

Operations Career Level: Senior Manager. This level signifies a significant leadership role requiring strategic oversight, team management, and substantial professional experience. The individual is expected to operate with a high degree of autonomy, drive initiatives, and contribute to the strategic direction of the UX function within IFS.

Reporting Structure: The UX Lead will report to a higher-level executive within PwC's Internal Firm Services technology division. They will be responsible for managing and developing a team of UX professionals, fostering their growth and ensuring high performance.

Operations Impact: This role has a direct impact on the efficiency, productivity, and satisfaction of PwC's internal workforce by improving the user experience of the tools and systems they rely on daily. By enhancing internal digital products and services, the UX Lead contributes to operational efficiency and the overall effectiveness of the firm's professional services delivery.

Growth Opportunities:

• Leadership Advancement: Potential to move into Director or Partner roles within PwC's technology or consulting practices.

• Skill Specialization: Opportunity to deepen expertise in specific UX domains, emerging technologies, or strategic consulting.

• Cross-Functional Exposure: Exposure to diverse business challenges across PwC's global network, enabling broader understanding and strategic impact.

• Mentorship & Coaching: Develop leadership skills through formal and informal coaching, mentoring junior team members, and contributing to talent development initiatives.

• Industry Recognition: Opportunity to contribute to thought leadership and represent PwC at industry events.

📝 Enhancement Note: The "CTIO" in the title, though not the primary function, hints at potential career paths that bridge technology, innovation, and leadership, offering a unique trajectory within a large professional services organization.

🌐 Work Environment

Office Type: PwC offices are typically modern, professional, and designed to foster collaboration. The New York City office at 300 Madison Avenue is a prime location. The role is described as "On-site," indicating a preference for in-office presence for collaboration and team synergy.

Office Location(s): While the primary location is New York, NY, PwC has numerous office locations across the US, as listed in the job posting. This suggests flexibility in placement for qualified candidates, though the "On-site" requirement means the candidate would work from their assigned office location.

Workspace Context:

• The workspace will likely be a dynamic, collaborative environment where team members work together on projects.

• Access to PwC's extensive technology infrastructure, software, and tools will be provided.

• Opportunities for informal and formal interactions with colleagues across various departments and levels will be abundant.

• The culture encourages continuous learning and professional development. Work Schedule:

• Standard full-time employment, typically 40 hours per week.

• The nature of consulting and internal services often requires flexibility to meet project deadlines and client needs, potentially involving extended hours or weekend work during critical phases.

• Up to 20% travel is anticipated, which could involve visiting other PwC offices, client sites (though less likely for an IFS role), or attending industry events.

📝 Enhancement Note: The "On-site" requirement is a key differentiator. Candidates should be prepared for a traditional office-based work environment, emphasizing in-person collaboration and engagement. The extensive list of derived locations suggests that PwC is actively recruiting for this role across multiple major hubs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter conducts an initial review of applications and resumes, assessing basic qualifications and experience.

• Hiring Manager Interview: A deep dive into your experience, leadership style, problem-solving abilities, and understanding of UX principles. Expect behavioral questions and scenarios.

• Team/Peer Interviews: Interviews with potential team members and cross-functional colleagues to assess cultural fit, collaboration style, and technical/design acumen.

• Case Study/Portfolio Presentation: A critical stage where you'll present your portfolio, likely focusing on a specific case study demonstrating your approach to a complex UX challenge and its business impact.

• Senior Leadership Interview: Final interview with a Director or Partner to discuss strategic vision, leadership philosophy, and overall fit within PwC's IFS leadership team.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your leadership, strategic thinking, problem-solving skills, and impact. Prioritize projects relevant to internal systems or complex enterprise solutions if possible.

• Structure Your Narrative: For each case study, clearly define the business problem, your specific role and responsibilities, the UX methodologies employed, key decisions made, challenges overcome, and quantifiable results achieved.

• Highlight Leadership & Strategy: Emphasize how you led teams, influenced stakeholders, and contributed to strategic decisions, not just individual design contributions.

• Showcase Process: Detail your design process, including research, ideation, prototyping, testing, and iteration. Explain why you chose certain methods.

• Quantify Impact: Whenever possible, use metrics (e.g., improved task completion rates, reduced support tickets, increased user adoption, time savings) to demonstrate the value of your work.

• Prepare for Q&A: Be ready to discuss your design choices, alternative approaches, and lessons learned in detail.

Challenge Preparation:

• Anticipate UX Strategy Questions: Prepare to discuss your philosophy on user-centered design, how you build and lead UX teams, and how you measure UX success.

• Practice Presentation Skills: Rehearse your portfolio presentation to ensure it's concise, engaging, and within the allotted time.

• Research PwC: Understand PwC's business, its IFS practice, and its strategic priorities. Be prepared to articulate how your UX leadership can contribute to these goals.

• Consider Internal Service Challenges: Think about common challenges in enterprise software adoption, user onboarding, and driving efficiency through technology for internal users.

📝 Enhancement Note: The emphasis on "validating outcomes with clients" and "crafting impactful messages that tell a holistic story" suggests that the interview process will heavily scrutinize your ability to communicate value and results, particularly in a consulting context where client satisfaction and ROI are paramount.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping: Figma, Sketch, Adobe XD, InVision, Axure RP. Proficiency in at least one primary tool is essential, with familiarity across others being a plus.

• User Research Platforms: Tools for conducting remote usability testing, surveys, and interviews (e.g., UserTesting.com, Optimal Workshop, SurveyMonkey, Qualtrics).

• Collaboration & Project Management: Tools like Jira, Confluence, Asana, Trello, Microsoft Teams, and Slack will be used for team communication, task management, and documentation.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (for understanding user behavior on internal digital platforms).

• BI & Dashboarding Tools: Tableau, Power BI, or similar tools for creating and presenting UX performance metrics and insights.

• Feedback Analysis Tools: Software for analyzing qualitative feedback from surveys, interviews, and support channels.

CRM & Automation:

• While not a direct CRM role, understanding how UX integrates with customer relationship management systems and workflow automation tools (e.g., Salesforce, ServiceNow, internal ticketing systems) will be beneficial for understanding the broader ecosystem of internal tools.

• Integration Tools: Familiarity with how different systems connect and share data can be advantageous.

📝 Enhancement Note: As a Senior Manager, proficiency is expected not just in using these tools but in selecting the right tools for specific UX tasks and guiding teams on their effective utilization. Understanding how UX data integrates with broader business intelligence platforms is also key.

👥 Team Culture & Values

Operations Values:

• Client Focus: Even within IFS, the "client" is paramount. This means understanding internal user needs and delivering solutions that drive value and satisfaction.

• Excellence & Quality: A commitment to delivering high-quality work, adhering to professional standards, and continuously striving for improvement.

• Innovation: Encouraging creative thinking and the adoption of new technologies and methodologies to solve problems.

• Collaboration & Teamwork: Fostering an inclusive environment where diverse perspectives are valued, and teams work together effectively.

• Integrity & Trust: Upholding the highest ethical standards and building trust with colleagues and stakeholders.

• Data-Driven Decision Making: Utilizing data and insights to inform design choices and measure impact.

Collaboration Style:

• Cross-Functional Integration: Actively collaborating with IT, business stakeholders, project managers, and other internal departments to ensure seamless integration of UX efforts.

• Open Communication: Encouraging transparent and open communication within the team and with stakeholders, providing regular updates and seeking feedback.

• Knowledge Sharing: Promoting a culture of sharing best practices, insights, and learnings across the UX team and the wider IFS organization.

• Constructive Feedback: Providing and receiving constructive feedback to drive continuous improvement in both individual and team performance.

📝 Enhancement Note: PwC's core values emphasize integrity, collaboration, and excellence. For this role, translating these values into actionable UX practices—such as deep user empathy, rigorous design validation, and strong stakeholder partnerships—will be essential for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Internal Politics: As an IFS role, understanding and navigating the internal organizational structure and stakeholder dynamics of a large firm like PwC is critical.

• Balancing User Needs with Business Constraints: Effectively advocating for user needs while working within the technical, budget, and timeline constraints of internal projects.

• Driving Adoption of New Technologies/Processes: Encouraging internal users to adopt new tools or redesigned workflows, which can sometimes face resistance.

• Measuring ROI of UX: Quantifying the business impact of UX improvements in an internal context, which can be more nuanced than in external product scenarios.

• Leading Through Ambiguity: As stated in the job description, demonstrating composure and sound judgment in uncertain situations and leading teams through complex, evolving projects.

Learning & Development Opportunities:

• Advanced UX Certifications: Pursuing specialized certifications in areas like UX research, service design, or accessibility.

• Leadership Training: Access to PwC's extensive leadership development programs to hone management and strategic advisory skills.

• Industry Conferences & Workshops: Opportunities to attend leading UX and technology conferences to stay abreast of trends and network.

• Mentorship Programs: Engaging in formal or informal mentorship relationships within PwC to gain insights from experienced leaders.

• Cross-Disciplinary Projects: Working on projects that expose you to different facets of PwC's business and technology offerings.

📝 Enhancement Note: The challenges highlight the need for strong interpersonal skills, resilience, and strategic thinking, in addition to core UX expertise. The growth opportunities are geared towards developing a well-rounded leader within the professional services industry.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a UX strategy for internal enterprise software. How do you align it with broader business objectives?"

• "How do you build and mentor high-performing, diverse, and inclusive UX teams? Provide an example of a time you successfully developed a team member."

• "Walk me through a complex UX problem you solved using systems thinking. What was the challenge, your approach, and the outcome?"

• "How do you validate UX outcomes with clients/stakeholders, and what steps do you take when feedback is challenging or contradictory?"

• "How do you balance user needs with technical and business constraints in a large organization like PwC?" Company & Culture Questions:

• "What do you know about PwC's Internal Firm Services practice, and how do you see UX leadership contributing to its success?"

• "How would you foster a culture of continuous improvement and innovation within a UX team at PwC?"

• "Describe your experience with data integrity and compliance in design. How do you ensure these are addressed?"

• "How do you approach building relationships and communicating impactful messages to senior stakeholders?" Portfolio Presentation Strategy:

• Choose a Compelling Case Study: Select a project that best demonstrates your strategic thinking, leadership, problem-solving, and measurable impact, ideally related to enterprise or internal systems if possible.

• Structure for Impact: Start with the business problem and your strategic approach. Clearly outline your role, the process, key decisions, and critically, the quantifiable results and lessons learned.

• Demonstrate Leadership: Highlight instances where you led a team, influenced decisions, or navigated complex organizational dynamics.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, methodologies, and the challenges you faced. Show your thought process and ability to articulate rationale.

• Connect to PwC: Where possible, draw parallels between your experience and PwC's values, client focus, and commitment to excellence.

📝 Enhancement Note: Expect questions that probe your leadership style, strategic acumen, and ability to navigate complex organizational environments. Your portfolio presentation should be a narrative that showcases not just your design skills but your capacity to drive business value and lead teams effectively.

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📌 Application Steps

To apply for this operations position:

• Submit your application through the PwC Workday portal using the provided URL.

• Tailor your resume: Highlight your experience in UX leadership, strategic planning, team management, human-computer interaction, and delivering impactful design solutions, using keywords from the job description.

• Prepare your portfolio: Curate 3-5 key projects with detailed case studies emphasizing your leadership, process, and measurable business outcomes. Ensure it's easily accessible (e.g., via a link).

• Practice your interview responses: Prepare for behavioral questions focusing on leadership, problem-solving, stakeholder management, and strategic thinking. Rehearse your portfolio presentation for clarity and impact.

• Research PwC: Gain a thorough understanding of PwC's IFS practice, its values, and its approach to technology and client service. Be ready to articulate how your skills align with their mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.