Industry/Sector
Not Applicable
Specialism
Customer
Management Level
Director
Job Description & Summary
The Opportunity
As a Director, Contact Center Transformation, you will lead initiatives within our Customer Consulting group, focusing on enhancing customer experiences and driving transformation in contact center operations. As a Director, you will set the strategic direction and lead business development efforts, making impactful decisions and overseeing multiple projects while maintaining executive-level client relations. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders.
In this role, you will work within our Commercial & Service Excellence practice, leveraging your skills to cultivate potential in others and actively collaborate across the PwC Network. You will be instrumental in translating vision into actionable strategies, fostering an environment where people and technology thrive together. Your efforts will contribute to maximizing client satisfaction and scaling efficiencies, all while upholding PwC's reputation for quality, integrity, and inclusion.
Responsibilities
- Leading strategic initiatives to transform contact center operations and enhance customer experience
- Overseeing multiple projects to drive business growth and improve client relations
- Utilizing AI fluency and digital tooling to innovate customer engagement strategies
- Analyzing customer journey data to identify opportunities for process improvement and increased customer loyalty
- Developing customer value propositions that align with business objectives and enhance service excellence
- Collaborating with teams to implement systemic thinking and strategic questioning in service design
- Managing customer relationship management systems to optimize customer retention and satisfaction
- Promoting rapid experimentation and creativity to foster innovation in contact center solutions
- Building relationships with stakeholders to support business process improvement and strategic mindset initiatives
What You Must Have
- At least a Bachelor's degree
- At least 10 years of experience
What Sets You Apart
- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating AI fluency and AI-human collaboration
- Utilizing customer journey analysis and customer segmentation
- Excelling in customer relationship management and customer retention
- Leading business process improvement and strategic questioning
- Driving customer satisfaction through service design and service excellence
- Cultivating innovation and creativity in customer engagement strategies
Travel Requirements
Up to 80%
Job Posting End Date
The salary range for this position is: $155,000 - $410,000. 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
