CX Transformation Lead, Contact Center

PwC; Florham Park (NJ); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical benefits

401k plan

Paid time off

Job summary

PwC in Florham Park, NJ seeks a Manager in Contact Center Transformation to lead CX initiatives, guide teams, manage client service accounts and drive engagement across workstreams. You will mentor junior staff, apply KPI-driven analysis, ensure data integrity, and identify opportunities that advance client outcomes and firm success.

Your leadership will involve coaching, fostering client relationships, and leveraging change and innovation to elevate service delivery within a dynamic consulting

Qualifications

• Bachelor's degree required.
• 5+ years of experience required.

Responsibilities

• Leading contact center transformation initiatives to enhance customer experience.
• Guiding teams in developing and implementing customer engagement strategies.
• Utilizing analytical thinking to drive business process improvements and optimize customer service management.
• Building and maintaining relationships with clients to foster customer satisfaction and retention.
• Developing customer journey analysis and segmentation to tailor service design and delivery.
• Promoting the use of KPIs to measure and improve service excellence.
• Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning.
• Identifying opportunities for trend analysis to inform customer strategy and service innovation.
• Confirming data integrity and compliance within customer relationship management frameworks.

Skills

CX Strategy

Customer Journey Analysis

Business Process Improvement

Customer Relationship Management

KPIs

Coaching & Mentoring

Education

Bachelor's degree

Job description

PwC in Florham Park, NJ seeks a Manager in Contact Center Transformation to lead CX initiatives, guide teams, manage client service accounts and drive engagement across workstreams. You will mentor junior staff, apply KPI-driven analysis, ensure data integrity, and identify opportunities that advance client outcomes and firm success.

Your leadership will involve coaching, fostering client relationships, and leveraging change and innovation to elevate service delivery within a dynamic consulting