Customer Interaction AI - Senior Associate

@ PwC

Overview

At PwC, our people in data and analytics leverage advanced techniques to drive insights and support client decision-making. In the role of Customer Interaction AI - Senior Associate, you will translate client requirements into impactful logic and prompts that enhance customer interactions.

Key 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 create on-brand dialogs for chat and voice channels
• Design and implement metrics to measure performance outcomes
• Facilitate stakeholder workshops to gather insights
• Leverage analytical skills to enhance customer journey experiences and drive improvements
• Analyze data to inform decision-making and strategy
• Maintain professional standards and uphold PwC guidelines

Skills & Experience

Required skills include data manipulation, visualization, statistical modelling, and critical thinking. You should be adept at responding to diverse perspectives, using a variety of problem solving techniques, and have strong communication skills for client interactions. Experience in designing and implementing LLM or Generative systems is a plus.

The Opportunity

This role is part of the Customer Experience team and offers the chance to design workflows, facilitate workshops, and implement metrics that enhance customer interactions. The position involves travel up to 60% and requires at least 3 years of experience in data analysis.

Key Skills/Competency

• Data Analysis
• Advanced Analytics
• Customer Journey
• Workflow Design
• LLM Systems
• UX Design
• Stakeholder Engagement
• Statistical Modelling
• Data Visualization
• Problem Solving