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 integral 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)
Ope

📌 Customer Experience (Ciudad de México)
🏢 PwC México
📍 Ciudad de México