CSX - Director, Contact Center Transformation

PricewaterhouseCoopers•Dallas, NY

3d•Remote

About The Position

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.

Requirements

At least a Bachelor's degree
At least 10 years of experience

Nice To Haves

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

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