CX Transformation Manager: Lead Contact Center Excellence

PwC; Dallas (TX); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Annual discretionary bonus

Benefits package

Job summary

PwC is seeking a Manager in Contact Center Transformation to lead initiatives in customer experience, guide project teams, and manage client service accounts. You will drive client engagement workstreams, mentor staff, and identify opportunities that enhance firm delivery while embracing technology and innovation.

The role emphasizes leadership, stakeholder management, and ongoing delivery excellence within PwC's Customer Experience practice, with a focus on transforming contact center

Qualifications

• Bachelor's degree required.
• Minimum 5 years of relevant experience.
• Experience in CX strategy or journey analysis preferred.
• Strong leadership and client service skills.

Responsibilities

• Lead contact center transformation initiatives to enhance customer experience.
• Guide teams in developing and implementing customer engagement strategies.
• Use analytical thinking to drive business process improvements in customer service management.
• Build and maintain relationships with clients to foster satisfaction and retention.
• Develop customer journey analysis and segmentation to tailor service design and delivery.
• Promote KPIs to measure and improve service excellence.
• Coach and mentor team members to enhance customer relations and strategic questioning.
• Identify opportunities for trend analysis to inform customer strategy and service innovation.
• Ensure data integrity and compliance within CRM frameworks.

Skills

CX Strategy

Customer Journey Analysis

Business Process Improvement

CRM & Retention

Data-driven decisions

Coaching & Mentoring

KPI analytics

Education

Bachelor's degree

Job description

PwC is seeking a Manager in Contact Center Transformation to lead initiatives in customer experience, guide project teams, and manage client service accounts. You will drive client engagement workstreams, mentor staff, and identify opportunities that enhance firm delivery while embracing technology and innovation.

The role emphasizes leadership, stakeholder management, and ongoing delivery excellence within PwC's Customer Experience practice, with a focus on transforming contact center