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 general 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