Support strategy consulting engagements focused on contact center transformation. Analyze operating models, workflows, customer insights, market trends, and data to develop practical recommendations. Manage workstreams, create client-ready deliverables, present findings, review team outputs, coordinate tasks, resolve issues, and mentor junior staff. Apply business analysis, process improvement, AI fluency, and digital tools to support service redesign and implementation planning while building client relationships.
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.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
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.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
PwC New York, New York, USA Office
300 Madison Ave, New York, NY, United States, 10017
PwC Florham Park, New Jersey, USA Office
400 Campus Drive, Florham Park, NJ, United States, 7932
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