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• Senior Associate, Contact Center Transformation We solve together so you can deliver unexpected impact.

New York, New York; Tampa, Florida; Chicago, Illinois; Washington D.C., District of Columbia; Dallas, Texas; Los Angeles, California; Baltimore, Maryland; Minneapolis, Minnesota; Denver, Colorado; Boston, Massachusetts; Florham Park, New Jersey; San Diego, California; San Francisco, California; Silicon Valley, California; Philadelphia, Pennsylvania; Seattle, Washington; Pittsburgh, Pennsylvania; Portland, Oregon; Houston, Texas Apply Save Job

ID 728542WD

Category Customer Consulting Time Type Full time Specialty/Competency Customer Level Senior Associate Travel Requirements Up to 60% Locations New York, Tampa, Chicago, Washington D.C., Dallas, Los Angeles, Baltimore, Minneapolis, Denver, Boston, Florham Park, San Diego, San Francisco, Silicon Valley, Philadelphia, Seattle, Pittsburgh, Portland, Houston 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 lead impactful projects that enhance customer service quality and effectiveness. As an Sr Associateyou will play a pivotal role in guiding teams, managing client relationships, and driving innovative solutions that transform customer operations. This is an exciting opportunity to leverage your knowledge in contact center transformation while mentoring junior staff and contributing to meaningful business outcomes. 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 What You Must Have
• 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 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. 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 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, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. 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. Learn more about how we work: https://pwc.to/how-we-work For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all. Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines Apply Save Share this job Facebook (opens in new window) X (opens in new window) LinkedIn (opens in new window) Email Explore the job location and see where you'll be working. View Map Related Content

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H-1B Lottery Policy PwC currently is not hiring 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 here. Learn More Explore benefits At PwC, we offer a comprehensive, flexible and competitive benefits program. Learn More Top Reasons to work at PwC We help you grow your skills — so you can go further. Learn More Experience PwC At PwC, we're inspiring and empowering people to change the world. In times like these, we are guided by our values and committed to supporting our people, clients, and communities. Learn how we can help you navigate this new reality and develop skills for what comes next. Learn More Explore Opportunities Related jobs Saved jobs Viewed jobs Corporate Technology Strategy, Blockchain Senior Manager Multiple Locations

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