Director, Contact Center Transformation & AI Strategy

PwC; Florham Park (NJ); On-site; USD 155,000 - 410,000; Full time

Benefits offered by this job

Annual discretionary bonus

Medical, dental, vision insurance

401(k)

Job summary

PwC is seeking a Director of Contact Center Transformation in New Jersey to lead strategic initiatives, drive growth, and mentor leaders across the Commercial & Service Excellence practice. You will shape client engagements, oversee multiple projects, and maintain executive-level client relations to maximize satisfaction and efficiency.

The role emphasizes AI fluency, digital tooling, and a focus on service design, customer experience, and business development within PwC's network.

Qualifications

• Bachelor's degree required.
• 10+ years of experience in contact center transformation or related fields.
• Experience with AI and digital tooling in customer engagement.
• Strong client relationship management and business development skills.
• Ability to lead multiple projects and communicate with executives.

Responsibilities

• Lead strategic initiatives to transform contact center operations and enhance customer experience.
• Oversee multiple projects to drive business growth and improve client relations.
• Utilize AI fluency and digital tools to innovate customer engagement strategies.
• Analyze customer journey data to identify opportunities for process improvement and loyalty.
• Develop customer value propositions aligned with business objectives and service excellence.
• Collaborate to implement systemic thinking in service design.
• Manage CRM systems to optimize retention and satisfaction.
• Promote rapid experimentation and creativity to drive innovation.
• Build relationships with stakeholders to support process improvement and strategic mindset.

Skills

AI fluency

Customer journey analysis

CRM / customer relationship management

Strategic leadership

Project leadership

Education

Bachelor's degree

Job description

PwC is seeking a Director of Contact Center Transformation in New Jersey to lead strategic initiatives, drive growth, and mentor leaders across the Commercial & Service Excellence practice. You will shape client engagements, oversee multiple projects, and maintain executive-level client relations to maximize satisfaction and efficiency.

The role emphasizes AI fluency, digital tooling, and a focus on service design, customer experience, and business development within PwC's network.