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)
- 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.

📌 Customer Experience (CX) & Service Excellence (Ciudad de México)
🏢 PwC México
📍 Ciudad de México