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.
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.
