Senior Associate, Customer Experience & Acceleration Center

PwC; Monterrey; On-site; MXN 550,000 - 750,000; Full time

Job summary

PwC Acceleration Center Mexico is seeking a Senior Associate in the CSX - Contact Center Operations to shape client experiences. You will analyze customer touchpoints, design journeys, and guide clients toward seamless, personalized interactions that boost satisfaction and loyalty.

You will coach and motivate teams, manage performance, and look for opportunities to leverage technology to deliver high-value services while growing your own expertise and personal brand.

Qualifications

• Bachelor's degree required.
• 3+ years of experience.
• Oral and written proficiency in English.

Responsibilities

• Analyzing client needs to develop customer-centric solutions that enhance customer experience and drive business growth.
• Designing customer journey maps to create seamless and personalized experiences that increase customer satisfaction and loyalty.
• Leading projects with a focus on planning, budgeting, execution, and completion to meet client expectations.
• Mentoring team members to leverage their strengths and deepen their skills through reviews.
• Addressing conflicts and engaging in difficult conversations with clients and stakeholders.
• Upholding professional and technical standards and independence requirements.
• Utilizing analytical thinking to identify linkages within complex systems.
• Encouraging adoption of technology and innovation to improve delivery.
• Developing skills outside comfort zones and fostering continuous growth.
• Managing customer data to enhance engagement and retention strategies.

Skills

Customer journey design

Journey mapping

Project leadership

Mentoring

Data-driven analysis

English proficiency

Education

Bachelor's degree

Job description

PwC Acceleration Center Mexico is seeking a Senior Associate in the CSX - Contact Center Operations to shape client experiences. You will analyze customer touchpoints, design journeys, and guide clients toward seamless, personalized interactions that boost satisfaction and loyalty.

You will coach and motivate teams, manage performance, and look for opportunities to leverage technology to deliver high-value services while growing your own expertise and personal brand.