Customer Experience & Contact Centre Transformation Manager

PwC; Birmingham; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Empowered flexibility

Hybrid working

Private medical cover

24/7 virtual GP

Volunteer days

Job summary

PwC in Birmingham is seeking a Manager for the Customer and Service Excellence team to lead contact centre and customer operations engagements. You will manage workstreams, coach junior staff, and drive transformation across service excellence, operating models and digital enablement while building client relationships and contributing to business development.

The role emphasizes inclusive leadership, professional judgement, and PwC values in all client interactions, with activities spanning

Qualifications

• Experience delivering customer-led transformation across contact centre and customer operations.
• Strong consulting skills including problem structuring, analysis, stakeholder management, workshop facilitation and storytelling.
• Experience managing workstream plans, deliverables, risks and client expectations.
• Experience contributing to business development through proposals, credentials, client conversations or market insight.

Responsibilities

• Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
• Analyse client challenges across service and operations to identify opportunities for better outcomes, efficiency and employee experience.
• Design and deliver solutions across contact centre strategy, operating models, workforce optimization, digital service, automation and AI.
• Produce high-quality client deliverables: presentations, analyses, business cases, roadmaps and implementation plans.
• Coach and review junior team members, helping develop consulting skills and knowledge.
• Contribute to business development: proposals, credentials, client conversations, proposition development.
• Build knowledge of customer service trends, channels, workforce management, data, automation and AI.

Skills

Consulting skills

Problem structuring

Analysis

Stakeholder management

Workshop facilitation

Communication

Storytelling

Job description

PwC in Birmingham is seeking a Manager for the Customer and Service Excellence team to lead contact centre and customer operations engagements. You will manage workstreams, coach junior staff, and drive transformation across service excellence, operating models and digital enablement while building client relationships and contributing to business development.

The role emphasizes inclusive leadership, professional judgement, and PwC values in all client interactions, with activities spanning