Business Strategy & Ops-Senior Associate-Bangalore

Overview

Senior Associate in PwC's Acceleration Center India, working within Technology Consulting to design and facilitate interventions that accelerate stakeholder alignment and decision-making on complex, systemic challenges for large clients.

What you'll do

• Work closely with senior client stakeholders and engagement teams to understand their needs and co-design solutions.
• Facilitate collaborative work and structured problem solving on complex business challenges.
• Analyze complex problems and mentor others while maintaining professional standards.
• Build meaningful client relationships and develop a deep understanding of the business context.
• Contact Center domain: apply understanding of contact center operations and KPIs (AHT / FCR / NPS) and workforce management.
• Support contact center and service transformation strategy, including operating model and digital customer service transformation.
• Support CCaaS and cloud contact center initiatives, including cloud migration and vendor assessment.
• Work on omnichannel and WFM topics such as IVR, chat, voice, bots, forecasting and scheduling.
• Apply customer journey, CX and contact center analytics, including KPI analysis.
• Support management and strategy consulting work, including business cases, workshops, stakeholder management and delivery support.
• Perform business analysis: customer journey analysis, process standardization and quality frameworks, current state assessment and future state roadmap, and user journey maps.
• Support change enablement, including change management and business cases for transformation.
• Contribute to GenAI, agentic AI and LLM use cases at strategy level (not hands-on).

What you'll need

• At least an MBA degree.
• At least 4 years of experience.
• Oral and written proficiency in English.

Nice to have

• Proficiency in Agile methodology and Agile team dynamics.
• Proficiency in change management and strategic design.
• Analytical thinking to solve complex problems.
• Embracing change and fostering multidisciplinary collaboration.
• Systems thinking to enhance project outcomes.
• Process improvement through design thinking.
• Intellectual curiosity for innovative solutions.
• Knowledge of customer service enabled platforms: Salesforce, Microsoft, NiCE, OpenAI, Anthropic.

Details

• Location: Bangalore, India.