Customer Experience (CX) & Service Excellence

About the role

Are you passionate about improving customer experiences and driving operational excellence? Join PwC's Commercial & Service Excellence (CSX) team, where you'll help global clients transform their customer support and contact center operations through data-driven insights, customer journey optimization, and innovative service strategies.

As a Senior Associate , you will work with international stakeholders to analyze customer interactions, improve service delivery models, and design customer-centric solutions that enhance satisfaction, loyalty, and business performance.

What you'll do

• Analyze customer experience programs, contact center performance, and customer engagement metrics.
• Develop customer journey maps and identify opportunities to improve customer satisfaction and retention.
• Support and lead initiatives focused on operational excellence, process optimization, and service transformation.
• Collaborate with cross-functional and global teams to implement customer-centric strategies.
• Translate customer insights and operational data into actionable recommendations.
• Mentor junior team members and contribute to a culture of continuous learning and development.
• Manage stakeholder relationships and communicate recommendations to business leaders.
• Drive the adoption of innovative technologies and best practices to enhance customer service operations.

What we're looking for

Required Qualifications

• Bachelor's degree.
• 3+ years of professional experience.
• Advanced English communication skills (written and verbal).
• Experience in customer experience, customer service operations, contact centers, business operations, consulting, or process improvement.
• Strong analytical and problem-solving skills.

Preferred Qualifications

Experience in one or more of the following areas:

• Contact Center Operations
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Insights & Analytics
• Service Transformation
• Process Improvement
• Customer Relationship Management (CRM)
• Operational Excellence
• Business Consulting

Why PwC Acceleration Center Mexico?

• Work with global teams and international clients.
• Exposure to large-scale transformation and innovation initiatives.
• Continuous learning and professional development opportunities.
• Collaborative and inclusive culture.
• Career growth within one of the world's leading professional services firms.

Keywords: Customer Experience (CX), Contact Center Operations, Customer Journey, CRM, Customer Insights, Process Improvement, Operations Excellence, Consulting, Service Transformation, Customer Success, Stakeholder Management.