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 - Cust

📌 Customer Experience (Nezahualcóyotl)
🏢 PwC México
📍 Nezahualcóyotl