About the roleAre 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 integral 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 forRequired 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 QualificationsExperience 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 ConsultingWhy 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 (Xico)
🏢 PwC México
📍 Xico