Director, AI-Driven Contact Center Transformation

PwC; Chicago (IL); On-site; USD 155,000 - 410,000; Full time

Benefits offered by this job

Annual discretionary bonus

Medical benefits

Dental benefits

Vision benefits

401k matching

Holiday pay

Paid vacation

Sick leave benefits

Job summary

PwC seeks a Director, Contact Center Transformation to lead transformation initiatives within our Customer Consulting group. You will set strategic direction, oversee multiple projects, and maintain executive-level client relations to drive growth and service excellence.

You will leverage AI fluency and digital tooling to innovate engagement strategies, analyze journey data, and mentor future leaders while collaborating across PwC Network for scalable impact.

Qualifications

• Bachelor's degree required.
• 10+ years of experience required.
• AI fluency and AI-human collaboration preferred.
• Experience with customer journey analysis and segmentation preferred.

Responsibilities

• Leading strategic initiatives to transform contact center operations and enhance customer experience.
• Overseeing multiple projects to drive business growth and improve client relations.
• Utilizing AI fluency and digital tooling to innovate customer engagement strategies.
• Analyzing customer journey data to identify opportunities for process improvement and increased customer loyalty.
• Developing customer value propositions that align with business objectives and enhance service excellence.
• Collaborating with teams to implement systemic thinking and strategic questioning in service design.
• Managing customer relationship management systems to optimize customer retention and satisfaction.
• Promoting rapid experimentation and creativity to foster innovation in contact center solutions.
• Building relationships with stakeholders to support business process improvement and strategic mindset initiatives.

Skills

AI fluency

AI-human collaboration

Customer journey analysis

Customer segmentation

CRM & retention

Strategic questioning

Education

Bachelor's degree

Tools

CRM software

Job description

PwC seeks a Director, Contact Center Transformation to lead transformation initiatives within our Customer Consulting group. You will set strategic direction, oversee multiple projects, and maintain executive-level client relations to drive growth and service excellence.

You will leverage AI fluency and digital tooling to innovate engagement strategies, analyze journey data, and mentor future leaders while collaborating across PwC Network for scalable impact.