Customer Service Excellence – Contact Centre Consultant Manager

PwC

Manager leading contact centre transformation engagements to improve customer outcomes and operational efficiency at PwC. Collaborating across teams to deliver high-quality client solutions.

Posted 7/15/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer-led transformation, focusing on contact centre strategy, process improvement, and technology-enabled change. Proven ability to lead project teams, develop junior talent, and contribute to business development activities.

Highest-signal resume keywords

Contact Centre TransformationCustomer OperationsProcess ImprovementBusiness DevelopmentStakeholder Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational EffectivenessService Operating ModelsWorkforce OptimisationDigital ServiceAutomationAISolution DesignImplementation PlanningData AnalysisProposal Development

Soft Skills

CoachingCommunicationProblem StructuringWorkshop FacilitationStorytelling

Industry Keywords

Customer ExperienceTransformation ProjectsMarket InsightClient ConversationsEmerging Technologies

About the role

Key responsibilities & impact

Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
Analyse client challenges across service, contact centre and customer operations, identifying opportunities to improve customer outcomes, operational effectiveness, cost efficiency and employee experience.
Support the design and delivery of solutions across areas such as contact centre strategy, service operating models, workforce optimisation, channel shift, process improvement, digital service, automation, AI and technology-enabled change.
Produce high-quality client deliverables, including presentations, analysis, business cases, operating model designs, roadmaps, solution options, proposal responses and implementation plans.
Coach, develop and review the work of junior team members, helping them build consulting skills and contact centre transformation knowledge.
Contribute to business development activity, including proposals, credentials, client conversations and proposition development.
Build your knowledge of customer service and contact centre trends, including digital channels, workforce management, data, automation, AI and emerging technologies.
Uphold PwC’s standards for quality, risk management, independence, professional conduct and client delivery.

Requirements

What you’ll need

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.

Benefits

Comp & perks

empowered flexibility and a working week split between office, home and client site
private medical cover and 24/7 access to a qualified virtual GP
six volunteering days a year and much more