Industry/Sector
Not Applicable
Specialism
Data, Analytics & AI
Management Level
Senior Manager
Job Description & Summary
The Opportunity
As a Contact Center Transformation - Senior Manager, you will lead the charge in revolutionizing user interaction engineering within our Software and Product Innovation group. Your role will involve driving strategic initiatives in contact center technology, leveraging data, analytics, and AI to enhance client support and service excellence. As a Senior Manager, you will apply your skills to influence and guide large projects, fostering operational excellence and delivering impactful results. You will motivate and coach teams to navigate complex challenges, applying sound judgment and strategic advising to achieve project success.
Within our Commercial & Service Excellence practice, you will play a pivotal role in shaping the future of contact center technology. Your ability to develop high-performing, diverse teams will be crucial as you craft and convey clear, engaging messages that tell a holistic story. In this role, you will validate outcomes with clients, share alternative perspectives, and act on feedback to drive continuous improvement. Your commitment to excellence and ability to solve through complexity will contribute significantly to the success of our firm, positioning you as a strategic advisor in the ever-evolving landscape of user interaction engineering.
Responsibilities
- Leading the transformation of contact center operations through innovative user interaction engineering
- Guiding teams in the strategic planning and execution of customer experience strategies
- Utilizing AI fluency and human-centered design to enhance user interaction and service excellence
- Conducting discovery and analysis to identify opportunities for workflow development and optimization
- Developing and customizing digital tools to improve usability and accessibility for diverse user groups
- Building and maintaining relationships with stakeholders to gather customer insights and drive product customization
- Promoting the integration of industry trend analysis and strategic questioning to inform decision-making
- Overseeing the implementation of interactive design and usability testing to refine user experiences
- Coaching and providing feedback to teams to foster a culture of continuous improvement and innovation
- Validating data integrity and security within analytics frameworks to support informed decision-making
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Demonstrating AI fluency and AI-human collaboration
- Utilizing analytical thinking and industry trend analysis
- Excelling in customer experience (CX) strategy and service excellence
- Conducting discovery and user research design
- Developing interactive design and digital accessibility solutions
- Leading customization and development for client support
- Innovating workflow analysis and development strategies
Travel Requirements
Up to 60%
Job Posting End Date
The salary range for this position is: $124,000 - $280,000. 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
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
