CSX - Senior Associate, Contact Center Transformation Strategy

About this role

Description

The Opportunity

As a Contact Center Transformation Strategy Senior Associate you will support strategy consulting engagements focused on contact center operations, helping shape the design and execution of client service models, operating processes, and transformation priorities within our Commercial & Service Excellence practice. As a Senior Associate you will analyze complex business issues, manage assigned workstreams, build meaningful client connections, and mentor junior team members while navigating ambiguity and using critical thinking to develop practical recommendations. In this role at PwC, you will contribute to contact center transformation efforts by interpreting data, synthesizing insights, and helping deliver work that aligns with broader business objectives and client needs.

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

What You Must Have

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

What Sets You Apart

• Preference for at least one of the following fields of study: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, Operations/Supply Chain
• Demonstrating contact center strategy consulting experience within transformation programs
• Applying business analysis and data analytics to contact center operations
• Translating market research into practical strategy recommendations
• Utilizing AI fluency and digital tooling for service redesign
• Conducting stakeholder analysis and managing diverse client perspectives
• Learning agility in complex, ambiguity-filled engagement settings

The salary range for this position is: $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.