Director, Contact Center Transformation & AI Strategy

PwC South Africa; New York (NY); On-site; Confidential; Full time

Job summary

PwC is seeking a Director, Contact Center Transformation to lead initiatives within our Customer Consulting group, directing strategic transformation of contact center operations and customer experience. You will set strategic direction, oversee multiple projects, and maintain executive-level client relations.

You will leverage AI fluency and digital tooling to drive innovative engagement, analyze customer journeys, and craft value propositions that align with business goals.

Qualifications

• At least a Bachelor's degree.
• At least 10 years of experience.
• Demonstrated AI fluency and AI-human collaboration.
• Experience analyzing customer journeys and segmentation.
• Strong skills in customer relationship management and retention.
• Proven ability to lead business process improvement and strategic questioning.
• Travel up to 80% as required.

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 engagement strategies
• Analyzing customer journey data to identify opportunities for improvement and loyalty
• Developing customer value propositions aligned with business objectives
• Collaborating with teams to implement systemic thinking and strategic questioning in service design
• Managing customer relationship management systems to optimize 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

Customer journey analysis

Customer segmentation

CRM systems

Strategic leadership

Education

Bachelor's degree

Job description

PwC is seeking a Director, Contact Center Transformation to lead initiatives within our Customer Consulting group, directing strategic transformation of contact center operations and customer experience. You will set strategic direction, oversee multiple projects, and maintain executive-level client relations.

You will leverage AI fluency and digital tooling to drive innovative engagement, analyze customer journeys, and craft value propositions that align with business goals.