Industry/Sector

Specialism

Management Level

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Business Strategy & Ops-Associate, you will engage with some of the world's largest and most complex companies, helping them navigate challenges and seize opportunities in a dynamic environment. You will work alongside business leaders to stimulate innovation, unlock data possibilities, and align costs with business strategy to create a competitive advantage. As an Associate, you will focus on learning and contributing to client engagements, developing your skills and knowledge to deliver quality work. You will build meaningful client connections, manage complex situations, and grow your personal brand by deepening your technical knowledge and understanding your strengths.

In this role at PwC Acceleration Center India, you will specialize in designing and facilitating tailored interventions that accelerate stakeholder alignment and robust decision-making on complex challenges. You will collaborate closely with senior client stakeholders and engagement teams to co-design and deliver solutions, facilitating teams through experiential, collaborative work. Within our Commercial & Service Excellence practice, you will leverage human-centered systems thinking, design thinking, and collaborative methodologies to enable impactful outcomes. This position offers a unique opportunity to develop a deeper understanding of the business context and contribute to sustainable change.

Responsibilities

• Contact Center domain:  Contact Center Understanding + KPIs (AHT / FCR / NPS) + Workforce Management 

• Transformation strategy:  Contact Center Transformation / Service Transformation / Operating Model / Digital Customer Service Transformation 

• CCaaS & Cloud: CCaaS / Cloud Contact Center / Cloud Migration / Journey-to-Cloud / Vendor Assessment 

• Omnichannel & WFM: Omnichannel / IVR / Chat / Voice / Bots + WFM / Forecasting / Scheduling 

• CX & Analytics: Customer Journey / CX / Journey Mapping + Contact Center Analytics / KPI Analysis 

• AI-enabled Service:  GenAI + Agentic AI + LLM use cases at strategy level (not hands-on) 

• Consulting: Management Consulting / Strategy Consulting + Business Case / Workshops / Stakeholder Management / Structured Problem Solving + Delivery Support 

• Business Analysis:  Customer journey analysis + process standardization / quality frameworks + Current State Assessment and Future State Roadmap + User Journey Maps 

• Change enablement:  Change management + business case for transformation 

• Customer Service Enabled Platform Knowledge: Salesforce, Microsoft, NiCE, OpenAI, Anthropic 

What You Must Have

- At least a MBA degree
- At least 2 years of experience
- Oral and written proficiency in English required

What Sets You Apart

- Demonstrating intellectual curiosity and adaptability in fast-paced environments
- Utilizing Agile methodology and team dynamics for project success
- Engaging in multidisciplinary collaboration and strategic design thinking
- Facilitating change management processes with effective communication skills
- Developing systems thinking and process facilitation for client support
- Participating in complex collaborative design and delivery projects
- Building personal brand through client engagement and teamwork

Travel Requirements

Job Posting End Date