Business Strategy & Ops-Senior Associate-Bangalore

PwC; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

PwC Acceleration Center India seeks a Senior Associate to collaborate with global teams across Advisory, Assurance, Tax and Business Services. You will design and drive interventions to accelerate stakeholder alignment and decision-making, working with senior client stakeholders and engagement teams to co-design solutions and enable collaborative work.

You will mentor others, build client relationships and develop a deeper understanding of business contexts, using human-centered thinking, design

Qualifications

• MBA degree or equivalent.
• At least 4 years of experience.
• Oral and written proficiency in English.

Responsibilities

• Contact Center domain understanding, KPIs (AHT / FCR / NPS) and workforce management.
• Transformation strategy for contact center and service transformation, operating model and digital customer service transformation.
• CCaaS and Cloud initiatives including migration, journey-to-cloud and vendor assessment.
• Omnichannel and WFM with IVR, chat, voice, bots, forecasting and scheduling.
• CX & Analytics covering customer journey, journey mapping and KPI analysis.
• AI-enabled service including GenAI, agentic AI and high-level LLM use cases.
• Consulting tasks: management/strategy consulting, workshops, stakeholder management and structured problem solving.
• Business analysis: current/future state roadmaps and user journey maps.
• Change enablement: change management and business case development.
• Knowledge of customer service platforms like Salesforce, Microsoft, NIcE, OpenAI, Anthropic

Skills

English proficiency

Education

MBA

Job description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You'll work at the heart of global teams across Advisory, Assurance, Tax and Business Services-solving real client challenges through connected collaboration. We'll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference-every day.

As a Business Strategy & Ops-Senior Associate, you will engage with some of the world’s largest and most complex companies, helping them navigate their unique business challenges and seize opportunities in a dynamic environment. Within our Technology Consulting practice, you will specialize in designing and facilitating tailored interventions that accelerate stakeholder alignment and decision-making on complex, systemic challenges. You will work closely with senior client stakeholders and engagement teams to understand their needs, co-design solutions, and facilitate collaborative work.

As a Senior Associate, you will leverage your skills to analyze complex problems, mentor others, and maintain professional standards. You will focus on building meaningful client relationships and developing a deeper understanding of the business context. Navigating increasingly complex situations, you will grow your personal brand and deepen your technical skills. You are expected to anticipate the needs of your teams and clients, delivering quality outcomes even when the path forward isn’t clear.

In this role at PwC Acceleration Center India, you will possess a deep understanding of human-centered systems thinking, design thinking, and collaborative methodologies to enable impactful outcomes. Your work will support business growth, align people, processes, and technology initiatives, and help maintain or improve competitive edge.

Responsibilities

Contact Center domain: Contact Center Understanding + KPIs (AHT / FCR / NPS) + Workforce Management

• Transformation strategy: Contact Center Transformation / Service Transformation / Operating Model / Digital Customer Service Transformation

• CCaaS & Cloud: CCaaS / Cloud Contact Center / Cloud Migration / Journey-to-Cloud / Vendor Assessment

• Omnichannel & WFM: Omnichannel / IVR / Chat / Voice / Bots + WFM / Forecasting / Scheduling

• CX & Analytics: Customer Journey / CX / Journey Mapping + Contact Center Analytics / KPI Analysis

• AI-enabled Service: GenAI + Agentic AI + LLM use cases at strategy level (not hands-on)

• Consulting: Management Consulting / Strategy Consulting + Business Case / Workshops / Stakeholder Management / Structured Problem Solving + Delivery Support

• Business Analysis: Customer journey analysis + process standardization / quality frameworks + Current State Assessment and Future State Roadmap + User Journey Maps

• Change enablement: Change management + business case for transformation

• Customer Service Enabled Platform Knowledge: Salesforce, Microsoft, NiCE, OpenAI, Anthropic

What You Must Have

• At least a MBA degree
• At least 4 years of experience
• Oral and written proficiency in English required

What Sets You Apart

• Excelling in Agile Methodology and Agile Team Dynamics
• Demonstrating proficiency in Change Management and Strategic Design
• Utilizing Analytical Thinking to solve complex problems
• Embracing Change and fostering Multidisciplinary Collaboration
• Applying Systems Thinking to enhance project outcomes
• Facilitating Process Improvement through Design Thinking
• Leveraging Intellectual Curiosity for innovative solutions

Travel Requirements

Not Specified