Senior Associate, Contact Center Transformation Strategy

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

Benefits offered by this job

Annual discretionary bonus

Medical, dental, vision insurance

401k retirement plan

Paid time off and holidays

Job summary

PwC in Chicago is seeking a Contact Center Transformation Strategy Senior Associate to support strategy consulting engagements focused on contact center operations within our Commercial & Service Excellence practice. You will analyze issues, manage workstreams, mentor juniors, and develop practical recommendations aligned with client needs and broader business objectives.

Join PwC to shape transformation priorities, leverage data insights, and deliver client-ready outputs using AI fluency and

Qualifications

• Bachelor's degree required.
• 4+ years in professional services or consulting with strategy focus.

Responsibilities

• Analyze contact center operating models and transformation opportunities.
• Develop workstream deliverables translating research into client-ready outputs.
• Use business analysis to identify efficiency gains and risks.
• Interpret customer insights and market trends to inform priorities.
• Apply strategic planning to design and implement contact center models.
• Present findings to client stakeholders in a concise format.
• Review work products for accuracy and alignment with objectives.
• Support team members with feedback and task coordination across workstreams.
• Leverage AI fluency and digital tools to accelerate research and modeling.
• Build familiarity with contact center operations and service excellence.

Skills

Bachelor's degree

Education

Bachelor's degree

Job description

PwC in Chicago is seeking a Contact Center Transformation Strategy Senior Associate to support strategy consulting engagements focused on contact center operations within our Commercial & Service Excellence practice. You will analyze issues, manage workstreams, mentor juniors, and develop practical recommendations aligned with client needs and broader business objectives.

Join PwC to shape transformation priorities, leverage data insights, and deliver client-ready outputs using AI fluency and