CSX - Senior Associate, Contact Center Transformation Strategy&

PwC•Chicago, IL

21h•$77,000 - $202,000

About The Position

As a Contact Center Transformation Strategy Senior Associate, you will support strategy consulting engagements focused on contact center operations. You will help shape the design and execution of client service models, operating processes, and transformation priorities within PwC’s Commercial & Service Excellence practice. You will analyze complex business issues, manage assigned workstreams, build client connections, and mentor junior team members. The role calls for critical thinking and the ability to navigate ambiguity while developing practical recommendations. You will interpret data, synthesize insights, and contribute to contact center transformation work aligned with broader business objectives and client needs.

Requirements

At least a Bachelor's degree.
At least 4 years of experience in professional services or consulting roles that include strategy consulting experience.

Nice To Haves

Preference for study in at least one of these fields: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, or Operations/Supply Chain.
Contact center strategy consulting experience within transformation programs.
Experience applying business analysis and data analytics to contact center operations.
Ability to translate market research into practical strategy recommendations.
Experience utilizing AI fluency and digital tooling for service redesign.
Experience conducting stakeholder analysis and managing diverse client perspectives.
Learning agility in complex, ambiguity-filled engagement settings.

Responsibilities

Analyze contact center operating models, service workflows, and transformation opportunities to shape strategy recommendations.
Develop workstream deliverables that translate research, benchmarking, and data analysis into clear client-ready outputs.
Use business analysis and process improvement skills to identify efficiency gains, service gaps, and operating risks.
Interpret customer insight, market trends, and industry signals to inform transformation priorities and growth opportunities.
Apply analytical thinking and strategic planning to support contact center operating model design and implementation planning.
Present findings and recommendations to client stakeholders in a concise, structured format.
Review work products for accuracy, logic, and alignment to project objectives before sharing with senior team members.
Support team members through feedback, task coordination, and issue resolution across multiple workstreams.
Leverage AI fluency, digital tooling, and data analytics to accelerate research, modeling, and solution development.
Build familiarity with contact center operations, customer strategy, and commercial service excellence to strengthen client delivery.