Senior Associate, Customer Experience & Contact Center Ops

PwC; Monterrey; Presencial; MXN 480.000 - 600.000; Jornada completa

Descripción de la vacante

PwC Acceleration Center Mexico seeks a Senior Associate to enhance customer experiences by analyzing client needs and developing customer-centric solutions. You will mentor teammates, drive projects across planning, budgeting, and execution, and leverage CX design to increase satisfaction and loyalty.

In Advisory, you will contribute to a diverse client portfolio, collaborate with global teams, and grow your professional brand while embracing innovation and best practices.

Formación

• Bachelor’s degree required.
• At least 3 years of experience.
• Proficiency in English (oral and written).

Responsabilidades

• Analyze client needs to develop customer-centric solutions and grow the business.
• Design customer journey maps for seamless, personalized experiences.
• Lead projects with planning, budgeting, and execution to meet client expectations.
• Mentor team members and encourage growth beyond comfort zones.
• Utilize customer data management and CRM tools to improve engagement and retention.
• Identify opportunities for process improvement to enhance service delivery.
• Address conflicts with clients and stakeholders and escalate when necessary.
• Uphold professional standards and firm conduct and independence.

Conocimientos

English proficiency

CX design

Customer analytics

Educación

Bachelor’s degree

Herramientas

CRM tools

Customer data management

Descripción del empleo

PwC Acceleration Center Mexico seeks a Senior Associate to enhance customer experiences by analyzing client needs and developing customer-centric solutions. You will mentor teammates, drive projects across planning, budgeting, and execution, and leverage CX design to increase satisfaction and loyalty.

In Advisory, you will contribute to a diverse client portfolio, collaborate with global teams, and grow your professional brand while embracing innovation and best practices.