Senior Associate, Customer Experience Transformation

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

Job summary

PwC is seeking a Senior Associate in Customer Experience to lead impactful projects, guide client relationships, and drive innovative solutions in contact center transformation. The role focuses on designing omnichannel strategies, mentoring junior team members, and delivering high-quality project outcomes.

The position emphasizes collaboration with stakeholders, data-informed decisions, and ongoing development of technical expertise in customer service operations.

Qualifications

• Bachelor's Degree required; 3 years in consulting or industry roles within customer service/contact center operations.
• Master's Degree in Business Administration preferred.
• Experience with omnichannel customer service strategies and data-driven performance measurement.

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

Client relationships

Data analysis

Mentoring

Strategic thinking

Project leadership

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

CCaaS

AI/Automation

Contact center technologies

Job description

PwC is seeking a Senior Associate in Customer Experience to lead impactful projects, guide client relationships, and drive innovative solutions in contact center transformation. The role focuses on designing omnichannel strategies, mentoring junior team members, and delivering high-quality project outcomes.

The position emphasizes collaboration with stakeholders, data-informed decisions, and ongoing development of technical expertise in customer service operations.