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.
Those in customer experience at PwC will specialise in providing consulting services focused on enhancing the overall customer experience. You will analyse customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.
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
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
- Building client relationships and delivering innovative solutions
- Proficiency in data analysis and customer service performance measurement
- Demonstrating ability to mentor junior team members
- Enhancing team capability through coaching and development
- Leading 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
- Use 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
Benefits
PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.
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.