Senior Associate, Contact Center Transformation Strategy

PwC; New York (NY); On-site; USD 77,000 - 202,000; Full time

Benefits offered by this job

Annual discretionary bonus

Job summary

PwC is seeking a Contact Center Transformation Strategy Senior Associate in New York to support strategy engagements focused on contact center operations and transformation priorities. You will analyze issues, manage workstreams, mentor juniors, and deliver practical recommendations for client service models.

Responsibilities include shaping operating models, developing client-ready outputs, and presenting insights to stakeholders. Travel up to 80% is expected with a competitive bonus program.

Qualifications

• At least a Bachelor's degree
• At least 4 years of experience in professional services or consulting roles that include strategy consulting experience

Responsibilities

• Analyzing contact center operating models, service workflows, and transformation opportunities to shape strategy recommendations
• Developing workstream deliverables that translate research, benchmarking, and data analysis into clear client-ready outputs
• Using business analysis and process improvement skills to identify efficiency gains, service gaps, and operating risks
• Interpreting customer insight, market trends, and industry signals to inform transformation priorities and growth opportunities
• Applying analytical thinking and strategic planning to support contact center operating model design and implementation planning
• Presenting findings and recommendations to client stakeholders in a concise, structured format
• Reviewing work products for accuracy, logic, and alignment to project objectives before sharing with senior team members
• Supporting team members through feedback, task coordination, and issue resolution across multiple workstreams
• Leveraging AI fluency, digital tooling, and data analytics to accelerate research, modeling, and solution development
• Building familiarity with contact center operations, customer strategy, and commercial service excellence to strengthen client delivery

Skills

Strategic thinking

Client management

Data analysis

Project management

Mentoring

Education

Bachelor's degree

Job description

PwC is seeking a Contact Center Transformation Strategy Senior Associate in New York to support strategy engagements focused on contact center operations and transformation priorities. You will analyze issues, manage workstreams, mentor juniors, and deliver practical recommendations for client service models.

Responsibilities include shaping operating models, developing client-ready outputs, and presenting insights to stakeholders. Travel up to 80% is expected with a competitive bonus program.