Industry/Sector Not Applicable Specialism Customer Management Level Senior Associate Job Description & Summary The Opportunity Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day. As a Business Strategy & Operations - Senior Associate, you will engage with some of the world's largest and most complex companies, helping them navigate their toughest challenges and seize their greatest opportunities. Within our Management Consulting practice, you will specialize in complex collaborative design and delivery, working closely with senior client stakeholders to co-design and implement solutions that drive sustainable change. Your role will involve facilitating stakeholder alignment and decision-making on systemic challenges, leveraging your understanding of human-centered systems thinking and collaborative methodologies. As an Associate, you will focus on learning and contributing to client engagements while developing your skills and knowledge to deliver quality work. You will be driven by curiosity, adaptable to diverse client needs, and reliable in supporting your team. This role at PwC Acceleration Center India offers you the chance to build your personal brand, deepen your technical skills, and grow your understanding of the business context. You will take ownership of your development, actively seek feedback, and apply professional standards to uphold the firm's code of conduct. Responsibilities - Collaborating with senior client stakeholders to co-design and deliver tailored interventions - Facilitating experiential, collaborative work to accelerate stakeholder alignment and decision-making - Applying human-centered systems thinking and design thinking to address complex challenges - Utilizing process facilitation and collaborative methodologies to enable impactful outcomes - Supporting business leaders in solving complex problems and capturing opportunities - Navigating risk and regulatory complexity to optimize deals and align costs with business strategy - Engaging in multidisciplinary collaboration to stimulate innovation and unlock data possibilities - Gathering information from diverse sources to analyze facts and discern patterns - Adapting to a fast-paced environment and working with a variety of clients and team members - Taking ownership of personal development and consistently delivering quality work What You Must Have - MBA / PGDM from a premier B-School (Sales / Marketing / Strategy / Analytics) - At least 5-8 years of experience - Oral and written proficiency in English required What Sets You Apart • Transformation Strategy: Contact Center Strategy, CCaaS/Cloud Contact Center, Target Operating Model (TOM), Vendor/Platform Assessment. • AI-led Transformation: GenAI, Agentic AI, Large Language Models (LLM), Conversational AI, Agent Assist, Self-Service, Next-Best-Action, Workflow Automation. • AI Platform Assessment: Evaluation of CCaaS, Conversational AI, GenAI/Agentic platforms, human-AI operating models. • Contact Center Domain: Customer Service Operations, KPIs (AHT, FCR, NPS, CSAT, SLA), Workforce Management, Quality Management, Omnichannel strategies. • Journey & Quality: Customer Journey Mapping, CX, Contact Center Analytics, Process Standardization, Quality Frameworks, Knowledge Management. • Consulting & Client Advisory: Management/Strategy Consulting, Structured Problem Solving, Hypothesis Development, Workshops, Stakeholder Management. • Business Case & Transformation: Building Business Cases, Transformation Roadmaps, Cost Reduction/ROI, AI/GenAI Investment Cases, Change Management. • Delivery & Engagement Leadership: Workstream Leadership, Project Delivery, Client Management, Business & Technology Stakeholder Engagement, Driving measurable business impact. Travel Requirements Not Specified Job Posting End Date