CSX - Director, Contact Center Transformation

PwC; New York (NY); On-site; USD 155,000 - 410,000; Full time

Job summary

PwC in New York is seeking a Director, Contact Center Transformation to lead strategic initiatives, drive growth, and mentor future leaders within Customer Consulting. You will guide cross-functional teams, leverage AI fluency, and shape client engagements with a focus on service excellence and customer satisfaction.

You will oversee multiple projects, manage executive relations, and translate vision into scalable, data-driven strategies across the PwC network.

Qualifications

• Bachelor's degree required.
• 10+ years of relevant experience.
• Demonstrated AI fluency and data-driven engagement strategies.

Responsibilities

• Transform contact center operations and improve customer experience.
• Lead multiple projects and manage executive-level client relations.
• Apply AI tools to innovate engagement strategies.
• Analyze customer journey data for improvements.
• Develop value propositions aligned with business goals.
• Collaborate across teams to apply service design thinking.
• Manage CRM systems to optimize retention.
• Foster rapid experimentation and creativity in solutions.
• Build stakeholder relationships to support initiatives.

Skills

AI fluency

AI collaboration

Journey analysis

Customer segmentation

Customer retention

Process improvement

Strategic questioning

Service design

Service excellence

Engagement innovation

Education

Bachelor's degree

Job description

The Opportunity

As a Director, Contact Center Transformation, you will lead initiatives within our Customer Consulting group, focusing on enhancing customer experiences and driving transformation in contact center operations. As a Director, you will set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects while maintaining executive-level client relations. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders.

In this role, you will work within our Commercial & Service Excellence practice, leveraging your skills to cultivate potential in others and actively collaborate across the PwC Network. You will be instrumental in translating vision into actionable strategies, fostering an environment where people and technology thrive together. Your efforts will contribute to maximizing client satisfaction and scaling efficiencies, all while upholding PwC's reputation for quality, integrity, and inclusion.

Responsibilities

• Leading strategic initiatives to transform contact center operations and enhance customer experience
• Overseeing multiple projects to drive business growth and improve client relations
• Utilizing AI fluency and digital tooling to innovate customer engagement strategies
• Analyzing customer journey data to identify opportunities for process improvement and increased customer loyalty
• Developing customer value propositions that align with business objectives and enhance service excellence
• Collaborating with teams to implement systemic thinking and strategic questioning in service design
• Managing customer relationship management systems to optimize customer retention and satisfaction
• Promoting rapid experimentation and creativity to foster innovation in contact center solutions
• Building relationships with stakeholders to support business process improvement and strategic mindset initiatives

What You Must Have

• At least a Bachelor's degree
• At least 10 years of experience

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 AI fluency and AI-human collaboration
• Utilizing customer journey analysis and customer segmentation
• Excelling in customer relationship management and customer retention
• Leading business process improvement and strategic questioning
• Driving customer satisfaction through service design and service excellence
• Cultivating innovation and creativity in customer engagement strategies

The salary range for this position is: $155,000 - $410,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.