Job summary
This hybrid role for a senior consultant in customer service focuses on designing and optimizing advanced service strategies and processes for global clients. The consultant will use deep domain expertise to improve customer experience outcomes streamline operations and implement scalable solutions that align with enterprise objectives. The role requires 12 to 15 years of experience and offers day shifts without travel.
Responsibilities
Drive strategic customer service transformation initiatives by assessing current service models identifying critical gaps and proposing pragmatic improvements that increase satisfaction and operational efficiency.Lead the design of end to end customer service workflows that are adaptable for hybrid work arrangements while ensuring consistent quality and adherence to enterprise standards.Oversee implementation of customer service process enhancements by coordinating with stakeholders across operations technology and quality teams to ensure timely and effective adoption.Provide expert guidance on contact center practices including case management escalation handling and omnichannel interactions to optimize first contact resolution and customer loyalty.Develop detailed service performance metrics dashboards and reporting frameworks that enable leadership to make data informed decisions on resource allocation and process refinement.Collaborate with client teams to define clear service level objectives and translate them into actionable playbooks for day shift operations across hybrid and onsite environments.Mentor and coach service managers and senior analysts to elevate skills in problem solving communication and continuous improvement within the customer service function.Coordinate root cause analysis for recurring customer pain points and define corrective actions that reduce handling time error rates and repeat contacts for key customer segments.Guide the adoption of digital tools such as knowledge bases workflow automation and case tracking solutions to standardize responses and improve consistency across hybrid teams.Conduct regular operational reviews to validate compliance with enterprise policies regulatory requirements and risk controls relevant to customer service activities.Optimize workforce management strategies for hybrid day shift teams by recommending staffing patterns performance targets and training needs that support sustainable outcomes.Partner with product and technology groups to ensure customer feedback from service interactions is translated into actionable enhancements to offerings and experiences.Champion a culture of continuous improvement by defining measurable initiatives that enhance customer trust strengthen brand reputation and deliver tangible value to society through better service accessibility.
Qualifications
Demonstrate extensive experience of 12 to 15 years in complex customer service environments with proven capability to design and refine large scale service operations for diverse clients.Possess advanced proficiency in customer service methodologies including contact center operations case lifecycle management and quality monitoring with a focus on outcome based metrics.Apply strong analytical and problem solving skills to interpret service performance data identify trends and recommend targeted interventions that directly improve customer outcomes.Utilize excellent communication and stakeholder management skills to align business goals with practical service delivery strategies across hybrid and onsite teams.Bring hands on experience in implementing process standardization and documentation for customer service workflows ensuring clarity consistency and ease of adoption for teams.Exhibit solid knowledge of customer relationship practices including feedback management surveys and issue resolution frameworks that support high levels of customer trust.Show familiarity with digital enablement tools for customer service such as ticketing systems knowledge repositories and workflow solutions that facilitate efficient day shift operations.Display capability in mentoring and developing service professionals by providing structured guidance and feedback that strengthens team performance and engagement.Maintain strong understanding of compliance and data protection considerations in customer interactions ensuring that all service processes safeguard customer information.Demonstrate adaptability to hybrid work models by defining collaboration norms productivity measures and communication practices suitable for distributed service teams.Present a track record of delivering measurable improvements in customer service including reduced complaints higher satisfaction scores and enhanced operational resilience.Bring consulting experience with multinational organizations enabling effective navigation of complex stakeholder landscapes and alignment with global service standards.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
