CSX - Senior Associate, Contact Center Transformation
About the Role
At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth.
As part of the Customer Experience team, you will lead impactful projects that enhance customer service quality and effectiveness. You will analyse customer touchpoints, design customer journey maps, and offer guidance to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy. You will build meaningful client connections, manage and inspire others, and deliver quality while navigating complex situations. Embracing ambiguity, you will use these moments as opportunities to grow, ask questions, and anticipate the needs of your teams and clients.
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
- Master’s Degree in Business Administration (preferred)
- Experience with omnichannel customer service strategies
- Knowledge of CCaaS, AI/automation, and contact center technologies
- Proficiency in building client relationships and delivering innovative solutions
- Demonstrated ability in data analysis and customer service performance measurement
- Experience mentoring junior team members and enhancing team capability through coaching and development
- Leadership in digital transformation initiatives
Skills
- 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, including 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, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus.
Benefits
PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance.
Schedule
- Time Type: Full time
- Travel Requirements: Up to 60%