CSX - Manager, Contact Center Transformation Strategy

Position: CSX - Manager, Contact Center Transformation Strategy&
Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Manager

Job Description & Summary

At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth.

Those in customer experience at PwC will specialise in providing consulting services focused on enhancing the overall customer experience. You will analyse customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalised experiences that drive customer satisfaction, loyalty, and advocacy.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member's unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way.

You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

* Analyse and identify the linkages and interactions between the component parts of an entire system.

* Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.

* Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.

* Develop skills outside your comfort zone, and encourage others to do the same.

* Effectively mentor others.

* Use the review of work as an opportunity to deepen the expertise of team members.

* Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.

* Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Experience team you will lead impactful projects that enhance customer service quality and effectiveness. As a Manager, you will play a pivotal role in guiding teams, managing client relationships, and driving innovative solutions that transform customer operations. This is an exciting opportunity to leverage your knowledge in contact center transformation while mentoring junior staff and contributing to meaningful business outcomes.

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

What You Must Have

* Bachelor's Degree

* 5 years of consulting and/or industry roles within customer service/contact center operations

What Sets You Apart

* Master's Degree in Business Administration preferred

* Experience with omnichannel customer service strategies

* Knowledge of CCaaS, AI/automation, and contact center technologies

* Building client relationships and delivering innovative solutions

* Proficiency in data analysis and customer service performance measurement

* Demonstrating ability to mentor junior team members

* Enhancing team capability through coaching and development

* Leading digital transformation initiatives

Travel Requirements

Up to 80%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. 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…