Contact Center Business Transformation – Senior Manager

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Manager

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.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

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

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model 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 Consulting team, you will lead engagement delivery and manage client relationships in the realm of contact center transformation. As a Senior Manager, you will serve as a trusted advisor to senior leaders, overseeing teams that deliver large-scale transformations while contributing to practice development. This role offers the chance to innovate processes, enhance customer service operations, and drive measurable improvements in performance and effectiveness. 

 

Responsibilities 

- Lead the delivery of client engagements in contact center transformation 

- Manage relationships with senior leaders and stakeholders 

- Oversee teams executing large-scale transformation projects 

- Innovate and enhance customer service operations 

- Diagnose performance gaps and design impactful strategies 

- Drive measurable improvements in operational efficiency 

- Contribute to the development of practice methodologies 

- Foster a collaborative environment to enhance team performance 

 

What You Must Have 

- Bachelor's Degree 

- At least 8 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 

- Demonstrating leadership in digital contact center operations 

- Driving customer experience transformation through innovative strategies 

- Utilizing CCaaS, AI/GenAI, and automation solutions 

- Supporting business deve