CSX - Senior Associate, Contact Center Transformation
About the Role
At PwC, our people in customer consulting specialize in providing consulting services focused on customer-related strategies and initiatives. These individuals analyze client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. In this role, you will specialize in enhancing the overall customer experience by analyzing customer touchpoints, designing customer journey maps, and helping clients create seamless and personalized experiences that drive satisfaction, loyalty, and advocacy.
You will build meaningful client connections, manage and inspire others, and grow your personal brand while deepening technical expertise. You are expected to anticipate the needs of your teams and clients, deliver quality work, and embrace ambiguity by asking questions and using challenges as opportunities for growth.
Responsibilities
- Foster stronger client relationships to drive successful outcomes
- Mentor junior staff to develop their skills and capabilities
- Analyze and implement process improvements for better effectiveness
- Collaborate with stakeholders to design impactful omnichannel strategies
- Maintain elevated standards of project delivery and client satisfaction
- Utilize diagnostic insights to inform strategic decision-making
Requirements
- Bachelor’s Degree
- 3 years of consulting and/or industry roles within customer service/contact center operations
Qualifications
What sets you apart:
- Master’s Degree in Business Administration (preferred)
- Experience with omnichannel customer service strategies
- Knowledge of CCaaS, AI/automation, and contact center technologies
- Proven ability to build client relationships and deliver innovative solutions
- Proficiency in data analysis and customer service performance measurement
- Demonstrated ability to mentor junior team members
- Experience enhancing team capability through coaching and development
- Leadership in digital transformation initiatives
Skills
Examples of the skills, knowledge, and experiences needed for this role include:
- Respond effectively to the diverse perspectives, needs, and feelings of others
- Use a broad range of tools, methodologies, and techniques to generate new ideas and solve problems
- Apply critical thinking to break down complex concepts
- Understand the broader objectives of your project or role and how your work fits into the overall strategy
- Develop a deeper understanding of the business context and how it is changing
- Use reflection to develop self-awareness, enhance strengths, and address development areas
- Interpret data to inform insights and recommendations
- Uphold and reinforce professional and technical standards (e.g., PwC tax and audit guidance), the Firm’s code of conduct, and independence requirements
Pay
The salary range for this position is $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual’s skills, experience, qualifications, and location, as well as applicable employment laws. All hired individuals are eligible for an annual discretionary bonus.
Benefits
PwC offers a wide range of benefits, including:
- Medical, dental, and vision coverage
- 401k retirement plan
- Holiday pay
- Vacation time
- Personal and family sick leave
To view our benefits at a glance, visit https://pwc.to/benefits-at-a-glance.