CSX - Senior Associate, Contact Center Transformation Strategy&

PwC; Dallas (TX); On-site; USD 77,000 - 202,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

PwC in Dallas is seeking a Contact Center Transformation Strategy Senior Associate to support strategy engagements for contact center operations. You will shape service models, processes, and transformation priorities across client engagements, mentoring junior staff along the way.

Strong analytical and client-management skills are essential. You will analyze data, synthesize insights, and deliver work aligned with client needs, using AI tools and digital analytics to accelerate strategies.

Qualifications

• Bachelor's degree required.
• Experience in strategy consulting within professional services.

Responsibilities

• Analyze contact center operating models, service workflows, and transformation opportunities to shape strategy recommendations.
• Develop workstream deliverables translating research, benchmarking, and data analysis into client-ready outputs.
• Use business analysis and process improvement to identify efficiency gains, service gaps, and risks.
• Interpret customer insight and market signals to inform transformation priorities and growth opportunities.
• Apply analytical thinking and planning to support design and implementation of operating models.
• Present findings and recommendations to client stakeholders in a concise, structured format.
• Review work products for accuracy and alignment to project objectives.
• Support team members through feedback and issue resolution across workstreams.
• Leverage AI fluency, digital tooling, and data analytics to accelerate research and solution development.
• Build familiarity with contact center operations and customer strategy to strengthen delivery.

Skills

Strategy consulting

Data analytics

Stakeholder management

Mentoring

Education

Bachelor's degree

Job description

The Opportunity

As a Contact Center Transformation Strategy Senior Associate you will support strategy consulting engagements focused on contact center operations, helping shape the design and execution of client service models, operating processes, and transformation priorities within our Commercial & Service Excellence practice. As a Senior Associate you will analyze complex business issues, manage assigned workstreams, build meaningful client connections, and mentor junior team members while navigating ambiguity and using critical thinking to develop practical recommendations. In this role at PwC, you will contribute to contact center transformation efforts by interpreting data, synthesizing insights, and helping deliver work that aligns with broader business objectives and client needs.

Responsibilities

• Analyzing contact center operating models, service workflows, and transformation opportunities to shape strategy recommendations
• Developing workstream deliverables that translate research, benchmarking, and data analysis into clear client-ready outputs
• Using business analysis and process improvement skills to identify efficiency gains, service gaps, and operating risks
• Interpreting customer insight, market trends, and industry signals to inform transformation priorities and growth opportunities
• Applying analytical thinking and strategic planning to support contact center operating model design and implementation planning
• Presenting findings and recommendations to client stakeholders in a concise, structured format
• Reviewing work products for accuracy, logic, and alignment to project objectives before sharing with senior team members
• Supporting team members through feedback, task coordination, and issue resolution across multiple workstreams
• Leveraging AI fluency, digital tooling, and data analytics to accelerate research, modeling, and solution development
• Building familiarity with contact center operations, customer strategy, and commercial service excellence to strengthen client delivery

What You Must Have

• At least a Bachelor's degree
• At least 4 years of experience in professional services or consulting roles that include strategy consulting experience

What Sets You Apart

• Preference for at least one of the following fields of study: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, Operations/Supply Chain
• Demonstrating contact center strategy consulting experience within transformation programs
• Applying business analysis and data analytics to contact center operations
• Translating market research into practical strategy recommendations
• Utilizing AI fluency and digital tooling for service redesign
• Conducting stakeholder analysis and managing diverse client perspectives
• Learning agility in complex, ambiguity-filled engagement settings

The salary range for this position is: $77,000 - $202,000. 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.

As PwC is anequal 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.