CSX - Senior Associate, Contact Center Transformation

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Associate

Job Description & Summary

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.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• 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 (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Experience team, you will help deliver projects that transform customer service operations for our clients. As a Senior Associate, you will contribute to solution design, support client workstreams, and analyze client challenges to implement impactful solutions. This position provides a unique opportunity to build sturdy client relationships and drive service transformation goals in a dynamic environment.

Responsibilities

- Contribute to the design of innovative solutions for client projects

- Support various workstreams to promote project delivery

- Analyze client challenges to implement impactful service transformations

- Foster meaningful relationships with clients to understand their needs

- Drive service transformation initiatives in a dynamic environment

- Collaborate with team members to achieve project goals

- Identify opportunities for process improvements and efficiencies

- Maintain a focus on delivering exceptional client service

What You Must Have

- Bachelor's Degree

- At least 3 years of experience in consulting and/or industry roles within a customer service/contact center

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 performance measurement

- Demonstrating ability to mentor junior team members

Travel Requirements

Up to 80%

Job Posting End Date

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation