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Sr Consultant

00070864481



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.

    • Things to know before you apply

    • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
    • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
    • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
    • Open position: Unless otherwise stated, this job posting is for an open position on our team.
    • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
    • Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

    About Cognizant
    Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

    Benefits that help you thrive and grow

    Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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    Financial wellbeing

    We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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    Physical and mental health

    We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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    Your career, your way

    With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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    Real-world impact

    Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

    Your path to Cognizant

    Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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    Step 1: Apply to the right opportunity

    Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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    Step 2: Connect with your recruiter

    If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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    Step 3: Show off your skills

    If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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    Step 4: Decision time

    Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

    CAN Brigitte
    Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
    Brigitte Roy Director of Strategy Alliances
    CAN Rahul
    I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
    Rahul Sathe Principal Product Architect – Insurance
    Can Amita
    The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
    Dr. Amita Oppal Gill Service Line Sales Manager
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    Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
    Debashish Mishra SAP MM Developer

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