Business Strategy & Operations -Associate 2
On-siteBengaluru, Karnataka, India
Job Summary
Collaborate with senior client stakeholders to co-design and deliver tailored interventions while facilitating experiential, collaborative work to accelerate stakeholder alignment and decision-making. Apply human-centered systems thinking and design thinking to address complex challenges, utilizing process facilitation and collaborative methodologies to enable impactful outcomes. Support business leaders in solving complex problems, navigating risk and regulatory complexity to optimize deals, and engaging in multidisciplinary collaboration to stimulate innovation. Gather information from diverse sources to analyze facts and discern patterns, adapting to a fast-paced environment with up to 40% travel. Take ownership of personal development and consistently deliver quality work within the PwC Acceleration Center India team.
Required Qualifications
- MBA / PGDM from a premier B-School (Sales / Marketing / Strategy / Analytics)
- At least 2-5 years of experience
- Oral and written proficiency in English
Desired Qualifications
- Transformation Strategy: Contact Center Strategy, CCaaS/Cloud Contact Center, Target Operating Model (TOM), Vendor and Platform Assessment
- AI-led Transformation: Expertise in GenAI, Agentic AI, LLMs, Conversational AI, Agent Assist technologies, Self-Service, Next-Best-Action, Workflow Automation
- AI Platform Assessment: Evaluating CCaaS, Conversational AI, GenAI/Agentic platforms, and human-AI operating model designs
- Contact Center Domain: Experience with Contact Center/Customer Service Operations, KPIs (AHT, FCR, NPS, CSAT, SLA), Workforce Management, Quality Management, Omnichannel strategies
- Journey & Quality: Customer Journey Mapping, Customer Experience (CX), Contact Center Analytics, Process Standardization, Quality Frameworks, Knowledge Management
- Consulting & Client Advisory: Management and Strategy Consulting, Structured Problem Solving, Hypothesis Development, Workshop facilitation, Stakeholder Management
- Business Case & Transformation: Developing Business Cases/Case for Change, Transformation Roadmaps, Cost Reduction/ROI analyses, AI/GenAI Investment Cases, Change Management
- Delivery & Engagement Leadership: Workstream Leadership, Project Delivery, Client Management, Business and Technology Stakeholder Engagement, Driving measurable business outcomes
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