Head of Contact Center Transformation & AI

PwC; Dallas (TX); On-site; USD 246,000 - 410,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Holiday pay

Vacation

Personal and family sick leave

Job summary

PwC is seeking a Director, Contact Center Transformation within our Customer Consulting group to lead strategic initiatives that transform contact center operations, elevate customer experiences, and drive recurring business growth. You will set direction, oversee multiple projects, and maintain executive-level client relations.

This role emphasizes AI fluency, digital tooling, and data-driven service design, with mentoring responsibilities and collaboration across the PwC Network to scale

Qualifications

• Bachelor's degree required.
• 10+ years of experience in transformation or consulting.

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 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

Customer journey analysis

Strategic questioning

Stakeholder management

Change leadership

Education

Bachelor's degree

Job description

PwC is seeking a Director, Contact Center Transformation within our Customer Consulting group to lead strategic initiatives that transform contact center operations, elevate customer experiences, and drive recurring business growth. You will set direction, oversee multiple projects, and maintain executive-level client relations.

This role emphasizes AI fluency, digital tooling, and data-driven service design, with mentoring responsibilities and collaboration across the PwC Network to scale