Customer Service Excellence - Contact Centre Consultant Manager

• Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
• Analyse client challenges across service, contact centre and customer operations, identifying opportunities to improve customer outcomes, operational effectiveness, cost efficiency and employee experience.
• Support the design and delivery of solutions across areas such as contact centre strategy, service operating models, workforce optimisation, channel shift, process improvement, digital service, automation, AI and technology-enabled change.
• Produce high-quality client deliverables, including presentations, analysis, business cases, operating model designs, roadmaps, solution options, proposal responses and implementation plans.
• Coach, develop and review the work of junior team members, helping them build consulting skills and contact centre transformation knowledge.
• Contribute to business development activity, including proposals, credentials, client conversations and proposition development.
• Build your knowledge of customer service and contact centre trends, including digital channels, workforce management, data, automation, AI and emerging technologies.
• Uphold PwC's standards for quality, risk management, independence, professional conduct and client delivery.

• Experience delivering customer-led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology-enabled change.
• A strong background within the consulting industry demonstrating skills such as problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.
• Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.
• Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning.
• Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment.

Demonstrates expertise in customer-led transformation, focusing on contact centre strategy, process improvement, and technology-enabled change. Proven ability to lead project teams, develop junior talent, and contribute to business development activities.