Strategy Generalist- Senior Associate

PwC México; Santiago de Querétaro; On-site; MXN 420,000 - 600,000; Full time

Job summary

PwC México Acceleration Center Mexico is seeking a Strategy Generalist - Senior Associate to enhance customer experiences by analyzing client needs and delivering CX-centric solutions across our Advisory, Assurance, Tax and Business Services portfolio.

You will own projects, mentor teammates, manage planning, budgeting and execution, and engage with clients to ensure value delivery while upholding professional standards and integrity. English proficiency is required.

Qualifications

• Bachelor's degree required.
• At least 3 years of experience in related roles.
• Oral and written proficiency in English required.

Responsibilities

• Analyze client needs to develop CX-centric solutions that enhance experience.
• Design customer journey maps to improve satisfaction and loyalty.
• Lead projects from planning to completion, meeting client expectations.
• Mentor team members to deepen skills and foster growth.
• Address conflicts with clients/stakeholders and escalate when needed.
• Uphold professional and technical standards in client engagements.
• Leverage analytics to identify linkages in complex systems.
• Embrace technology to improve delivery and adoption.
• Develop engagement strategies to improve retention and value.

Skills

Customer Experience (CX) Strategy

Customer Journey Mapping

Project Leadership

English Proficiency

Education

Bachelor's degree

Tools

CRM software

Job description

The Opportunity

Join our Acceleration Center Mexico 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 Strategy Generalist - Senior Associate, you will play a pivotal role in enhancing customer experiences by analyzing client needs and developing customer‑centric solutions. Within our Commercial & Service Excellence practice, you will focus on creating seamless and personalized experiences that drive customer satisfaction and loyalty. As a Senior Associate, you will leverage your skills to motivate and inspire others, managing performance to meet client expectations. You will articulate our purpose and values, embracing technology and innovation to enhance delivery.

In this role at PwC Acceleration Center Mexico, you will take ownership of projects, confirming their successful planning, budgeting, execution, and completion. You will mentor team members, using work reviews as opportunities to deepen their skills. Addressing conflicts or issues, you will engage in challenging conversations with clients and stakeholders, escalating when necessary. You will uphold professional and technical standards, contributing to the success of our firm by identifying opportunities and leading with integrity. This position offers a chance to develop skills outside your comfort zone, encouraging others to do the same while fostering meaningful client connections.

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 boost customer satisfaction and loyalty
• Leading projects with responsibility for planning, budgeting, execution, and completion to meet client expectations
• Mentoring team members to deepen their skills and encourage growth beyond comfort zones
• Addressing conflicts and engaging in difficult conversations with clients and stakeholders, escalating when necessary
• Upholding professional and technical standards, including adherence to the Firm's code of conduct and independence requirements
• Utilizing analytical thinking to identify linkages and interactions within complex systems
• Embracing technology and innovation to enhance delivery and encourage adoption among team members
• Developing customer engagement strategies to improve retention and satisfaction through effective customer relationship management
• Conducting customer journey analysis to identify opportunities for business process improvement and customer value proposition enhancement

What You Must Have

• At least a Bachelor's degree
• At least 3 years of experienceli>
• Oral and written proficiency in English required

What Sets You Apart

• Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
• Demonstrating skills in Customer Experience (CX) Strategy and Design
• Utilizing Customer Relationship Management for enhanced client engagement
• Analyzing customer journey data to improve satisfaction and retention
• Developing skills in business process improvement and trend analysis
• Embracing change and fostering innovation in client solutions
• Mentoring team members to enhance their professional growth