Business Strategy & Operations -Senior Associate-Bangalore
On-siteBengaluru, Karnataka, India
Job Summary
Collaborate with senior client stakeholders to co-design and deliver tailored interventions for complex business challenges. Facilitate experiential, collaborative work to accelerate stakeholder alignment and decision-making while applying human-centered systems thinking. Utilize process facilitation and collaborative methodologies to enable impactful outcomes and navigate risk and regulatory complexity. Gather information from diverse sources to analyze facts, discern patterns, and adapt to a fast-paced environment with varied client needs. 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 5-8 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/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
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