Job Summary
Serve as a media intelligence specialist focusing on content management customer voice analysis and customer service performance for a global organization. Interpret media and customer interaction data to generate actionable insights that improve service quality. Collaborate across teams in a rotational shift office environment to enhance customer experiences and operational decisions.
Responsibilities
Analyze large volumes of customer interactions across media channels to identify recurring themes emerging issues and improvement opportunities that enhance satisfaction and loyalty.Manage digital content repositories by organizing tagging and maintaining knowledge articles that enable faster and more accurate responses to customer inquiries.Monitor customer feedback and sentiment from multiple sources to translate qualitative input into structured insights that guide service process refinements.Create concise insight reports and dashboards that summarize customer voice trends for operations product and quality teams enabling data informed decision making.Coordinate closely with customer service teams in rotational shifts to validate findings gather contextual details and ensure that insights reflect real service scenarios.Optimize knowledge base content by reviewing usage patterns feedback and resolution outcomes to keep articles current relevant and easy to consume.Develop and maintain categorization frameworks and taxonomies for customer issues and media topics that improve the precision of analysis and reporting.Collaborate with quality assurance and training functions to convert customer voice insights into improved scripts guidance and service playbooks.Utilize media listening and content management tools to track flag and escalate critical issues that may impact brand reputation or operational stability.Support root cause analysis for recurring customer pain points by combining media intelligence operational metrics and frontline feedback to propose practical remedies.Document repeatable analysis methods templates and checklists that increase consistency and efficiency in media intelligence activities across rotational shifts.Partner with product and process owners to prioritize enhancements that are strongly backed by customer evidence and that align with broader business objectives.Ensure compliance with information security and data privacy policies when handling customer data media assets and insight reports created in the office environment.
Qualifications
Showcase proven experience in content management for service operations by curating updating and structuring knowledge assets that support frontline agents.Demonstrate hands on exposure to capturing and interpreting customer voice across channels including surveys calls chats and social or digital media touchpoints.Exhibit practical experience in customer service environments with rotational shifts understanding operational metrics and the realities of live customer interactions.Apply strong analytical thinking and attention to detail to transform unstructured comments into clear themes and prioritized improvement recommendations.Use collaboration skills to work effectively with customer service quality and product stakeholders in a fast paced office based setting.Leverage proficiency with common office productivity tools and media or knowledge platforms to build structured reports trackers and content libraries.Communicate findings clearly through written summaries and verbal updates that can be easily understood by non technical teams and decision makers.Adapt quickly to changing customer expectations and evolving media trends while maintaining a consistent focus on measurable service improvements.
Certifications Required
Certified Customer Experience Professional or equivalent certification in customer service analytics or content management
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.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
