Senior Contact Center Experience Lead

PwC México; Mexico; On-site; MXN 600,000 - 900,000; Full time

Job summary

PwC México is seeking a results-driven professional to join the Acceleration Center Mexico, collaborating with Advisory, Assurance, Tax and Business Services teams to deliver customer-centric solutions. You will map customer journeys, lead projects with planning and budgeting, and mentor colleagues while upholding professional standards and data integrity.

English proficiency and a Bachelor's degree are required, with at least 3 years of experience in customer experience, analytics, or related

Qualifications

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

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 skills through reviews.
• Addressing conflicts and engaging in difficult conversations with clients and stakeholders, escalating issues 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.
• Encouraging adoption of technology and innovation to improve delivery and inspire teams.
• Developing skills outside comfort zones and fostering a culture of continuous learning and growth.
• Managing customer data to enhance engagement and retention strategies through effective CRM practices.

Skills

Customer experience design

Mentoring

Analytical thinking

Stakeholder management

Education

Bachelor's degree

Tools

CRM software

Data analytics tools

Job description

PwC México is seeking a results-driven professional to join the Acceleration Center Mexico, collaborating with Advisory, Assurance, Tax and Business Services teams to deliver customer-centric solutions. You will map customer journeys, lead projects with planning and budgeting, and mentor colleagues while upholding professional standards and data integrity.

English proficiency and a Bachelor's degree are required, with at least 3 years of experience in customer experience, analytics, or related