CX Business Transformation Director

Customer Experience Director

At PwC, our people in customer consulting specialize in providing services focused on enhancing customer experience and driving business growth. You will analyze customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalized experiences that drive customer satisfaction, loyalty, and advocacy.

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 maximizing 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, 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.

Responsibilities :

What You Must Have :

What Sets You Apart :

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy.