Customer Interaction AI - Senior Associate

Posted 6 Days Ago
23 Locations
Hybrid
77K-202K Annually
Mid level
Artificial Intelligence • Professional Services • Business Intelligence • Consulting • Cybersecurity • Generative AI
Grow here. Go further.
The Role
As a Senior Associate, you'll enhance customer interactions by translating client requirements into workflows, applying UX principles, and analyzing data for decision-making while leading stakeholder workshops.
Summary Generated by Built In
At PwC, our people in data and analytics focus on leveraging data to drive insights and make informed business decisions. They utilise advanced analytics techniques to help clients optimise their operations and achieve their strategic goals. In data analysis at PwC, you will focus on utilising advanced analytical techniques to extract insights from large datasets and drive data-driven decision-making. You will leverage skills in data manipulation, visualisation, and statistical modelling to support clients in solving complex business problems.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
  • 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

Top Skills

Analytical Skills
Conversation Design
Data Analysis
Generative Systems
Llm
Ux Design

What the Team is Saying

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The Company
HQ: New York, NY
370,000 Employees
Year Founded: 1998

What We Do

Build what’s next — with tech that matters

PwC provides professional services across Audit and Assurance, Advisory and Tax — powered by a global network of over 370,000 people in 149 countries. You may know us for our business expertise, but technology is core to how we help clients move faster, build trust and deliver meaningful outcomes.

As a technologist, you’ll work on agile teams with experienced engineers and product thinkers — using AI, cloud, cybersecurity and more to design scalable, real-world solutions.

You’ll keep learning, stay challenged and be part of a network where your growth is built in — and your work drives what’s next.

Why Work With Us

At PwC, our professionals include technologists, engineers, programmers and consultants working across AI, cloud, cybersecurity, data and more. You’ll explore innovative ways to help clients transform their business through technology—reducing complexity, unlocking value and shaping a more agile, data-driven future.

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Employees engage in a combination of remote and on-site work.

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