CSX - Manager, Contact Center Transformation Strategy&
pwcEvanston, IL
CSX - Manager, Contact Center Transformation Strategy&
pwcEvanston, ILManager L7
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesTelemarketing Bureaus and Other Contact Centers
APPLY NOW (opens in a new tab)Overview:
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below. In this role you drive and shape contact center transformation efforts within PwC’s Strategy Consulting practice. You lead teams across opportunity assessment, research, and implementation planning to boost service delivery and business performance. You will integrate strategic planning with market insights to develop actionable operating model recommendations. You act as a bridge between client priorities and practical solutions while guiding junior staff and managing engagements. The opportunity combines transformation, data-driven analysis, and stakeholder dialogue to deliver measurable impact in contact center operations. Compensation / Benefitsmedical, dental, vision 401kholiday payvacationpersonal and family sick leave
Responsibilities:
- Lead contact center transformation strategy workstreams from initial assessment to implementation planning
- Manage client engagements and guide teams through research, analysis, and deliverable development
- Apply business analysis, strategic planning, and market research to shape operating model recommendations
- Assess customer behavior, service performance, and industry trends to identify improvements
- Develop transformation roadmaps aligning digital tooling, AI-enabled processes, and customer priorities
- Facilitate stakeholder analysis and executive discussions to translate needs into options
- Coach junior team members on analytics, problem solving, and deliverable development
- Evaluate competitive positioning, xaygatp profitability, and go-to-market implications for contact center ops
- Synthesize findings into clear recommendations supporting transformation and service excellence
Key requirements:
- Bachelor's degree or higher 6+ years of experience in professional services or consulting with strategy focus
- Team leadership and coaching
- Stakeholder management
- Strong communication and presentation
- Business analysis
- Strategic planning
- Market research
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Level
Manager L7
Location
Evanston, IL
Occupation
Management Analysts
Industry
Administrative Management and General Management Consulting Services
Posted
today