Katie Monteith
Partner, Customer Experience Transformation, PwC Canada
As a Partner in PwC’s Customer Experience Transformation practice, Katie leads both the practice’s government and public sector teams, as well as PwC Canada’s service design capability. Over the last 15 years, Katie has led large-scale projects in customer research, brand, and customer experience and service design, working with clients to better understand and action the needs of customers and drive CX-led digital transformations.
Katie uses human-centered design and design thinking to engage directly with all users, from customers to front-line employees to senior executives, to better understand and action their needs, motivations, behaviors, and desires. She has worked with global clients in four continents and across all three levels of the Canadian government. Her work has been internationally recognized by the global service design awards. She has spoken publicly on topics like CX and service design at conferences in Canada, the US, and Europe, and has authored several articles in the global service design journal, ‘Touchpoint.’ She is one of the authors and creators of PwC’s Resilient Transformation Model (RTM).
