Director, AI-Driven Contact Center Transformation

PwC; New York (NY); On-site; USD 155,000 - 410,000; Full time

Job summary

PwC in New York is seeking a Director, Contact Center Transformation to lead strategic initiatives, drive growth, and mentor future leaders within Customer Consulting. You will guide cross-functional teams, leverage AI fluency, and shape client engagements with a focus on service excellence and customer satisfaction.

You will oversee multiple projects, manage executive relations, and translate vision into scalable, data-driven strategies across the PwC network.

Qualifications

• Bachelor's degree required.
• 10+ years of relevant experience.
• Demonstrated AI fluency and data-driven engagement strategies.

Responsibilities

• Transform contact center operations and improve customer experience.
• Lead multiple projects and manage executive-level client relations.
• Apply AI tools to innovate engagement strategies.
• Analyze customer journey data for improvements.
• Develop value propositions aligned with business goals.
• Collaborate across teams to apply service design thinking.
• Manage CRM systems to optimize retention.
• Foster rapid experimentation and creativity in solutions.
• Build stakeholder relationships to support initiatives.

Skills

AI fluency

AI collaboration

Journey analysis

Customer segmentation

Customer retention

Process improvement

Strategic questioning

Service design

Service excellence

Engagement innovation

Education

Bachelor's degree

Job description

PwC in New York is seeking a Director, Contact Center Transformation to lead strategic initiatives, drive growth, and mentor future leaders within Customer Consulting. You will guide cross-functional teams, leverage AI fluency, and shape client engagements with a focus on service excellence and customer satisfaction.

You will oversee multiple projects, manage executive relations, and translate vision into scalable, data-driven strategies across the PwC network.