Business Strategy & Ops-Senior Associate-Bangalore
PwC (company site, opens in a new tab)4+ yrsBengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted on 25 Sept
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Job description
Structured overview of role & requirements
About This Role
- Design and facilitate targeted interventions in technology consulting to accelerate stakeholder alignment and decision-making on complex challenges, focusing on contact center transformation.
- Collaborate closely with senior client stakeholders and internal teams to co-design solutions, analyze problems, and deliver quality outcomes that support business growth and competitive advantage.
- Leverage expertise in human-centered systems thinking, design thinking, and collaborative methodologies to drive business and technology alignment in digital customer service transformation projects.
Minimum Requirements
- At least an MBA degree.
- Minimum 4 years of professional experience.
- Proficiency in oral and written English.
- Experience or knowledge related to contact center domains (KPIs such as AHT, FCR, NPS), transformation strategy, CCaaS & cloud, omnichannel, WFM, CX & analytics, and AI-enabled service strategy.
Ideal Candidate Profile
- Experienced in management or strategy consulting with strong skills in Agile methodology and change management.
- Demonstrates analytical thinking and systems thinking to solve complex client challenges in customer service and technology contexts.
- Capable of facilitating multidisciplinary collaboration and process improvement using design and strategic thinking approaches.