Omnichannel Customer Experience Lead

PwC; Chicago (IL); On-site; USD 77,000 - 202,000; Full time

Job summary

PwC in Chicago seeks a Sr Associate to lead projects that enhance customer service quality and effectiveness. You will guide teams, manage client relationships, and drive innovative solutions transforming customer operations.

This role emphasizes mentoring junior staff and ensures delivery excellence. The ideal candidate has 3 years of consulting or industry experience in customer service, with strong data analytics, omnichannel strategies, and transformation know-how.

Qualifications

• Bachelor's degree required.
• 3 years of consulting/industry experience in customer service/ contact center operations.
• MBA preferred.

Responsibilities

• Foster stronger client relationships to drive successful outcomes.
• Mentor junior staff to develop their skills and capabilities.
• Analyze and implement process improvements for better effectiveness.
• Collaborate with stakeholders to design impactful omnichannel strategies.
• Maintain elevated standards of project delivery and client satisfaction.
• Utilize diagnostic insights to inform strategic decision-making.

Skills

Stakeholder management

Problem solving

Critical thinking

Business context

Self-awareness

Data interpretation

Standards & compliance

Communication

Education

Bachelor's Degree

MBA preferred

Tools

CCaaS

AI/Automation

Contact center tech

Job description

PwC in Chicago seeks a Sr Associate to lead projects that enhance customer service quality and effectiveness. You will guide teams, manage client relationships, and drive innovative solutions transforming customer operations.

This role emphasizes mentoring junior staff and ensures delivery excellence. The ideal candidate has 3 years of consulting or industry experience in customer service, with strong data analytics, omnichannel strategies, and transformation know-how.