Senior Associate: Contact Center Transformation & CX Impact

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

Benefits offered by this job

Medical

Dental

Vision

401k

Holiday pay

Vacation

Sick leave

Job summary

PwC in Chicago seeks a Senior Associate in Customer Experience to lead projects that enhance service quality and drive growth. You will mentor junior staff, manage client relationships, and collaborate on omnichannel initiatives.

You will analyze touchpoints, map journeys, and apply diagnostic insights to inform strategy while upholding PwC standards and guiding teams through complex transformations. Travel up to 60% is expected.

Qualifications

• Bachelor’s Degree required.
• 3 years of consulting and/or industry roles in customer service or contact center operations.

Responsibilities

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

Skills

Relationship building

Mentorship

Process improvement

Omnichannel strategies

Education

Bachelor's Degree

Tools

CCaaS

AI/Automation

Contact center technologies

Job description

PwC in Chicago seeks a Senior Associate in Customer Experience to lead projects that enhance service quality and drive growth. You will mentor junior staff, manage client relationships, and collaborate on omnichannel initiatives.

You will analyze touchpoints, map journeys, and apply diagnostic insights to inform strategy while upholding PwC standards and guiding teams through complex transformations. Travel up to 60% is expected.