Lead, Contact Center Transformation & CX Strategy

PwC; New York (NY); On-site; USD 99,000 - 232,000; 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 in New York is seeking a Manager in Contact Center Transformation to lead client engagements, guide teams, and drive CX improvements across service delivery. You will mentor staff, manage accounts, and identify opportunities to enhance client outcomes and delivery quality.

The role emphasizes strategic planning, KPI-driven performance, and fostering innovation within the team while ensuring compliance and strong client relationships. A discretionary bonus is available.

Qualifications

• At least a Bachelor's degree.
• At least 5 years of experience.

Responsibilities

• Leading contact center transformation initiatives to enhance customer experience
• Guiding teams in developing and implementing customer engagement strategies
• Utilizing analytical thinking to drive business process improvements and optimize customer service management
• Building and maintaining relationships with clients to foster customer satisfaction and retention
• Developing customer journey analysis and segmentation to tailor service design and delivery
• Promoting the use of KPIs to measure and improve service excellence
• Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning
• Identifying opportunities for trend analysis to inform customer strategy and service innovation
• Confirming data integrity and compliance within customer relationship management frameworks

Skills

CX Strategy

Customer Journey Analysis

Business Process Improvement

Customer Retention

Coaching & Mentoring

Team Leadership

Stakeholder Management

Education

Bachelor's degree

Job description

PwC in New York is seeking a Manager in Contact Center Transformation to lead client engagements, guide teams, and drive CX improvements across service delivery. You will mentor staff, manage accounts, and identify opportunities to enhance client outcomes and delivery quality.

The role emphasizes strategic planning, KPI-driven performance, and fostering innovation within the team while ensuring compliance and strong client relationships. A discretionary bonus is available.