CSX - Director, Contact Center Transformation

PricewaterhouseCoopers • Los Angeles, NY

26d

About The Position

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. Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Lead in line with our values and brand. Develop new ideas, solutions, and structures; drive thought leadership. Solve problems by exploring multiple angles and using creativity, encouraging others to do the same. Balance long-term, short-term, detail-oriented, and big picture thinking. Make strategic choices and drive change by addressing system-level enablers. Promote technological advances, creating an environment where people and technology thrive together. Identify gaps in the market and convert opportunities to success for the Firm. Adhere to and enforce 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 transformative initiatives that redefine customer service operations. As a Director , you will set strategic direction, act as a trusted advisor to senior executives, and drive impactful change in contact center operations, making sure that organizations achieve operational excellence and enhanced customer satisfaction.

Requirements

• Bachelor's Degree
• At least 10 years of experience in consulting and/or industry roles within a customer service/contact center

Nice To Haves

• Master's Degree in Business Administration preferred
• Demonstrating leadership in customer service strategy
• Excelling in omnichannel service models and digital engagement
• Applying AI, automation, and analytics in operations
• Understanding workforce management and organizational change
• Mentoring senior teams and shaping future leaders
• Collaborating across platforms to deliver integrated client solutions
• Recognized for thought leadership and industry presence

Responsibilities

• Lead initiatives that transform customer service operations
• Set and communicate the strategic direction for the team
• Act as a trusted advisor to senior leadership on service transformations
• Drive impactful changes to enhance operational excellence
• Diagnose performance gaps and recommend improvements
• Design and implement impactful omnichannel strategies
• Foster a culture of continuous improvement and operational efficiency
• Guide technology adoption to modernize service delivery

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees