Customer Experience Transformation Lead

PwC; Florham Park (NJ); On-site; USD 77,000 - 202,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Holiday pay

Vacation

Sick leave

Job summary

PwC is seeking a Senior Associate in the Customer Experience group to lead impactful projects that enhance service quality and drive growth. You will guide teams, manage client relationships, and innovate solutions transforming contact center operations.

You will mentor junior staff, analyze processes, and design omnichannel strategies while maintaining high standards of delivery and client satisfaction. Opportunities for career growth and industry impact.

Qualifications

• Bachelor's Degree required.
• 3 years of consulting and/or industry roles in customer service/contact center operations.

Responsibilities

• Foster stronger client relationships to drive successful outcomes
• Mentor junior staff to develop their skills and capabilities
• Analyze and implement process improvements for better effectiveness
• Collaborate with stakeholders to design impactful omnichannel strategies
• Maintain elevated standards of project delivery and client satisfaction
• Utilize diagnostic insights to inform strategic decision-making

Skills

Client relationship building

Problem solving

Critical thinking

Business context awareness

Data interpretation

Self-awareness & reflection

Strategic thinking

Mentoring

Education

Bachelor's Degree

MBA preferred

Tools

CCaaS

AI/automation

Contact center technologies

Job description

PwC is seeking a Senior Associate in the Customer Experience group to lead impactful projects that enhance service quality and drive growth. You will guide teams, manage client relationships, and innovate solutions transforming contact center operations.

You will mentor junior staff, analyze processes, and design omnichannel strategies while maintaining high standards of delivery and client satisfaction. Opportunities for career growth and industry impact.