Contact Center Transformation Strategy Lead

PwC; New York (NY); On-site; USD 99,000 - 232,000; Full time

Job summary

PwC is seeking a Manager level professional to lead contact center transformation strategy workstreams, directing teams from opportunity assessment through implementation planning. You will manage client engagements, apply rigorous business analysis, and shape operating model recommendations to improve service delivery and performance.

With 6+ years in strategy consulting and a focus on customer strategy, you will develop roadmaps that integrate digital tooling and AI-enabled processes, while

Qualifications

• At least a Bachelor's degree.
• At least 6 years of experience in professional services or consulting roles that include strategy consulting.

Responsibilities

• Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning.
• Managing client engagement activities and guiding teams through research, analysis, and presentation development.
• Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations.
• Assessing customer behavior, service performance, and industry trends to identify improvement opportunities.
• Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities.
• Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options.
• Coaching junior team members on analytical methods, problem solving, and deliverable development.
• Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations.
• Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives.

Skills

Strategy consulting

Leadership

Client management

Education

Bachelor's degree

Job description

PwC is seeking a Manager level professional to lead contact center transformation strategy workstreams, directing teams from opportunity assessment through implementation planning. You will manage client engagements, apply rigorous business analysis, and shape operating model recommendations to improve service delivery and performance.

With 6+ years in strategy consulting and a focus on customer strategy, you will develop roadmaps that integrate digital tooling and AI-enabled processes, while