CX Transformation Lead — Client Experience

PwC; New York (NY); On-site; USD 77,000 - 202,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Job summary

PwC in New York seeks a Senior Associate within Customer Experience to lead client projects, mentor junior staff, and drive omnichannel transformation.

You will analyze customer touchpoints, design journey maps, and collaborate with stakeholders to improve service quality and business outcomes.

The role requires at least a Bachelor's degree and 3 years in consulting or customer service; eligible for discretionary bonus and a robust benefits package.

Qualifications

• Bachelor's Degree required.
• 3 years of consulting and/or industry experience 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-facing communication

Analytical thinking

Problem solving

Strategic thinking

Cross-functional collaboration

Mentoring

Data interpretation

Compliance and standards

Education

Bachelor's Degree

Tools

CCaaS

AI/Automation

Contact center technologies

Omnichannel strategies

Job description

PwC in New York seeks a Senior Associate within Customer Experience to lead client projects, mentor junior staff, and drive omnichannel transformation.

You will analyze customer touchpoints, design journey maps, and collaborate with stakeholders to improve service quality and business outcomes.

The role requires at least a Bachelor's degree and 3 years in consulting or customer service; eligible for discretionary bonus and a robust benefits package.