Customer Experience Consultant in London

We believe in the power of ingenuity to build a positive human future. We challenge where it matters and own the outcome. We combine strategic thinking, customer‑centric service design, and agile engineering practices to accelerate innovation in a tech‑driven world.

Why consider joining our Digital & Data community? Join our Digital & Data team working alongside product, design and a wide range of other experts and cross‑disciplinary teams to bring ideas to life through innovative software solutions. Grow a flexible and unique career within a trust‑based, inclusive environment that values excellence, innovation, and curiosity. You have the option to progress with us on a technical career track. No need to go onto the Partner career track if this doesn’t align with what you want to do. Hybrid working – our approach is to be in the office or on client site a minimum of 2 days per week. Work on a broad variety of projects and tech stacks for clients across seven sectors – no project is ever the same. Join other experts within our supportive and collaborative tech community through knowledge‑sharing and peer‑level support, coaching and mentoring. Deepen your expertise through our culture of learning and growth – you’ll have budget to take courses (technical and non‑technical training), plus gain certifications.

As a (Digital) Customer Experience Consultant within PA’s Digital & Data community, you’ll help clients navigate emerging technologies, evolving customer expectations and the rapid pace of digital change. This is a role for someone who thinks differently, inventive, analytical, curious, entrepreneurial and comfortable shaping direction even when the path is unclear. Your work will span early discovery, insight generation, opportunity framing, proposition definition, AI‑enabled strategy work, and storytelling for senior audiences. Sometimes you’ll work autonomously on strategic challenges; at other times you’ll be embedded in cross‑disciplinary teams alongside designers, engineers and product specialists. This is not a purely theoretical strategy role. It’s practical, creative and strategic by nature not always by practice.

What You’ll Do

• Frame problems, make sense of complex information and define clear strategic options.
• Lead or contribute to digital, AI and experience‑driven strategy engagements.
• Create propositions, narratives, visions and roadmaps that guide long‑term direction.
• Use AI tools (e.g., Copilot, Miro, ChatGPT, Claude, agentic workflows, and other generative tooling) to accelerate research, insight synthesis, scenario exploration and creative development.
• Facilitate workshops and leadership sessions to align stakeholders around decisions.
• Produce compelling storytelling outputs – presentations, narratives, strategic documents – that influence at senior levels.
• Work with design, product and engineering teams to shape strategy that is achievable in practice.
• Identify opportunities for innovation and new value creation across markets and organisations.

Qualifications – Who you are

• A strategic thinker with a creative, entrepreneurial mindset.
• Someone who sees connections others miss and can articulate them clearly.
• Deeply curious about the future of digital and AI and the shifts they create.
• Confident working through ambiguity and defining structure where none exists.
• Compelling communicator who can simplify complex ideas without losing meaning.
• Comfortable challenging assumptions and bringing fresh perspectives.
• Able to work autonomously or collaboratively depending on the need.

How You Operate

• You shape direction through insight, evidence and imagination.
• You use AI tools as a strategic partner in research, modelling and ideation.
• You flex your approach – structured when needed, exploratory when the moment demands it.
• You are comfortable moving between divergent thinking and sharp, concise conclusions.
• You engage confidently with senior stakeholders and guide meaningful conversations.
• You avoid frameworks for their own sake, choosing methods that truly fit the problem.
• You bring energy, originality and a point of view.

Why this role may not be the right fit

• If you prefer rigid frameworks or heavily structured strategy processes.
• If you’re uncomfortable with open‑ended, ambiguous problem spaces.
• If you prefer execution over shaping direction and vision.
• If you don’t enjoy senior‑level communication or influencing.
• If you’re not curious about AI or emerging technologies.
• If you want tightly defined boundaries rather than fluid, creative strategic work.
• If you’re not interested in stretching yourself, taking initiative, or shaping your own growth at PA, this won’t be the right environment.

Assessment Process

• Quick call with one of our Tech Recruiters – to discuss your application, the role and PA.
• Round 1: Either a competency or technical interview (60 minutes).
• Round 2: A mini case study and discussion around your client‑centricity (60 minutes).
• Final round: Meeting with a PA leader (60 minutes).

Life at PA

Life At PA encompasses our peoples' experience at PA. It's about how we enrich peoples’ working lives by giving them access to unique people and growth opportunities and purpose‑led meaningful work. Our purpose guides how we work with our clients and our teams, and support our communities, to deliver insight and impact, solving the world’s most complex challenges. We're focused on building a workplace that values human difference and diverse mindsets, and a culture of inclusion and equality that unlocks the potential in our people so everyone can be their best self.

We are dedicated to supporting the physical, emotional, social, and financial well‑being of our people. Check out some of our extensive benefits.

Extensive Benefits

• Health and lifestyle perks accompanying private healthcare for you and your family.
• 25 days annual leave (plus a bonus half day on Christmas Eve) with the opportunity to buy 5 additional days.
• Generous company pension scheme.
• Opportunity to get involved with community and charity‑based initiatives.
• Annual performance‑based bonus.
• PA share ownership.
• Tax‑efficient benefits (cycle to work, give as you earn).

Equal Opportunity

We’re committed to advancing equality. We recruit, retain, reward and develop our people based solely on their abilities and contributions and without reference to their age, background, disability, genetic information, parental or family status, religion or belief, race, ethnicity, nationality, sex, sexual orientation, gender identity (or expression), political belief veteran status, or any other by any other range of human difference brought about by identity and experience. We welcome applications from under‑represented groups.

Adjustments or Accommodations

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.