Customer Interaction AI - Senior Associate

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Experience team, you will translate requirements into impactful logic and prompts that enhance customer interactions. As a Senior Associate, you will design workflows, facilitate stakeholder workshops, and implement metrics to track performance. This role allows you to leverage your analytical skills and creativity to drive improvements in customer journey experiences.

Responsibilities

- Translate client requirements into agentic workflows, prompts, logic, tool calls, and escalation rules

- Define end-to-end logic for customer journey from intent recognition through resolution

- Apply conversation design and UX principles to craft on-brand dialog for chat and voice channels

- Design and implement metrics to measure performance outcomes

- Facilitate workshops with stakeholders to gather insights

- Leverage analytical skills to enhance customer journey experiences

- Drive improvements in customer interactions through innovative solutions

- Work with team members to promote project success

- Analyze data to inform decision-making and strategy

- Maintain a focus on delivering exceptional results

What You Must Have

- Bachelor's Degree

- At least 3 years of experience in data analysis

What Sets You Apart

- Systems thinking with clear logic and KPI focus preferred

- Excelling in clear communication for client interactions

- Designing and implementing LLM or Generative systems

- Evaluating performance and iterating for improvement

- LLM/prompt fluency experience designing and implementing LLM or Generative systems

Learn more about how we work: https://pwc.to/how-we-work

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

The salary range for this position is: $77,000 - $202,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

Client-provided location(s): Houston, TX, Boston, MA, Seattle, WA, San Diego, CA, Pittsburgh, PA, San Francisco, CA, Philadelphia, PA, Silicon Valley, CA, New York, NY, Portland, OR, Baltimore, MD, Minneapolis, MN, Washington, DC, Tampa, FL, Los Angeles, CA, Dallas, TX, Denver, CO, Chicago, IL, Florham Park, NJ

Job ID: PricewaterhouseCoopers-669408WD

Employment Type: OTHER

Posted: 2025-09-27T20:15:40