Customer Service Excellence – Contact Centre Consultant Manager
HybridLondon, England, United Kingdom or Manchester, England, United Kingdom
Job Summary
Lead contact centre and customer operations engagements by managing workstreams, analysing client challenges, and designing practical solutions across strategy, operating models, workforce optimisation, and digital enablement. Produce high-quality deliverables including presentations, business cases, roadmaps, and implementation plans while coaching junior team members to build consulting skills. Contribute to business development through proposals, client conversations, and proposition development, ensuring adherence to PwC standards for quality and risk management. This role supports clients in transforming how they attract, engage, and retain customers through contact centre transformation and operational efficiency improvements.
Required Qualifications
- Experience delivering customer-led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology-enabled change
- A strong background within the consulting industry demonstrating skills such as problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling
- Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations
- Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning
- Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment
- Inclusive leadership
- Professional judgement
- Commitment to demonstrating PwC's values in all client and stakeholder interactions
- Travel Requirements Up to 60%
- Visa Sponsorship? Yes
- Government Clearance Required? Yes
Desired Qualifications
- Experience delivering customer-led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology-enabled change
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