Engagement Lead - Utilities & Home Service

About the Position

Engagement Lead - Utilities & Home Service

---

About the Client

Our client is a leading organization operating across the Utilities and Home Services Insurance sectors, focused on driving growth, transformation, and customer-centric service excellence. The client is committed to leveraging domain expertise, product-led innovation, and risk-aware change to deliver sustainable value across customer, service, revenue, and claims operations.

---

Role Overview

We are seeking an experienced Domain Consultant / Engagement Lead to support growth, transformation, product management, cost-to-serve improvement, and risk-aware change initiatives across Utilities and Home Services Insurance. The role combines industry knowledge, consulting capability, product ownership, stakeholder engagement, and delivery leadership to shape strategy, define operating models, identify value opportunities, and implement practical solutions across customer, service, revenue, and claims operations.

---

Key Responsibilities

• Lead consulting engagements across growth strategy, operating model transformation, cost-to-serve reduction, product-led change, and delivery assurance.
• Assess current-state customer, service, revenue, order-to-cash, claims, and field/service processes to identify improvement opportunities.
• Define future-state operating models, product roadmaps, prioritised backlogs, KPIs, business cases, value cases, transformation roadmaps, and benefits-realisation plans.
• Facilitate workshops, discovery sessions, stakeholder interviews, and solution design discussions with business, operations, product, technology, and senior leadership teams.
• Act as the bridge between the client's stakeholders and delivery teams, ensuring recommendations translate into practical processes, roles, controls, governance, and implementation actions.
• Contribute to proposals, client presentations, thought leadership, account growth, and value-expansion opportunities.

---

Required Experience

• Strong consulting, domain advisory, engagement leadership, or product management experience in Utilities, Energy Retail, Home Services, Insurance, or customer-service-led industries.
• Proven experience shaping growth strategies, cost-to-serve improvement, operating model transformation, and product or service proposition initiatives.
• Good understanding of customer operations, service operations, revenue operations, order-to-cash, billing, collections, claims handling, complaints, and leakage reduction.
• Experience creating executive-ready deliverables including business cases, operating models, process maps, roadmaps, governance packs, and client presentations.
• Strong ability to engage senior stakeholders, structure ambiguous problems, conduct analysis, and convert insights into actionable recommendations and delivery plans.

---

Key Skills and Capabilities

• Domain expertise across Utilities, Home Services, Insurance, customer operations, product management, and field/service-led environments.
• Structured thinking, problem solving, analytical skills, and ability to define value drivers, cost levers, KPIs, and measurable business outcomes.
• Strong product strategy, proposition development, roadmap management, backlog shaping, prioritisation, and benefit-led delivery capability.
• Excellent stakeholder management, facilitation, written communication, and influencing skills, with confidence working across business and technology teams.
• Commercial awareness, self-starter mindset, and ability to work independently in a hybrid and mostly remote environment.

---

Insurance Risk Management

The role requires practical understanding of insurance risk management across product, customer, claims, operational, regulatory, data, and third-party dimensions. The candidate should identify key risk drivers, assess how risks arise across customer journeys and claims operations, and support proportionate controls that protect customers, reduce leakage, and enable sustainable growth.

• Support risk appetite, governance routines, escalation paths, management information, and control design for insurance-related risks.
• Assess underwriting, pricing, claims, fraud, complaints, conduct, operational resilience, data, regulatory, automation, AI, and third-party risks.
• Work with the client's business, compliance, risk, technology, and operations teams to embed controls into processes, systems, workflows, and customer journeys.

---

Preferred Experience

• Experience with UK Utilities or Insurance order-to-cash market processes and home emergency, warranty, protection, or home services insurance products.
• Exposure to digital transformation, automation, AI-enabled service improvement, workflow optimisation, CRM, billing, or claims platforms.
• Experience in consulting, systems integration, managed services, proposals, solution shaping, account planning, or business transformation environments.

---

Working Model

This is a UK-based hybrid role, with the majority of work expected to be performed remotely from home. The candidate should be comfortable travelling occasionally for client workshops, team meetings, planning sessions, or key delivery milestones when required.

---

Ideal Candidate Profile

The ideal candidate is a commercially minded, product-oriented domain consultant who can operate as a trusted client advisor and hands-on delivery partner. They will bring experience in growth strategy, operating model transformation, cost-to-serve improvement, product-led change, insurance risk management, and customer-service-led process optimisation, translating strategy into executable delivery plans that create measurable business value.

---

About Cognizant

Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.

---

Benefits that Help You Thrive

Nuestro programa de beneficios está diseñado pensando en ti, para que puedas disfrutar de una vida plena, equilibrada y saludable.

Financial Well-being

Revisamos regularmente los datos del mercado para asegurarnos de que la compensación refleje el valor que aportas. Tus beneficios van más allá del salario y pueden incluir planes de jubilación, educación financiera, etc.

Physical and Mental Health

Te damos las herramientas para que priorices tu bienestar a través de tiempo libre remunerado, opciones de trabajo flexible cuando sea posible, planes de atención médica, servicios de asesoramiento, nuestro programa de Mental Health Allyship y mucho más.

Your Career, Your Way

Con más de 350,000 puestos en Cognizant, tendrás oportunidades de explorar nuevas tecnologías, industrias y ubicaciones, y desarrollar las habilidades que necesitas para hacer crecer tu carrera.

Real-World Impact

Piensa en las marcas más grandes en las que confías. Lo más probable es que ellas confíen en nosotros para ayudar a fortalecer su negocio. Aquí, convertirás ideas audaces en soluciones que mejoran la vida en todas partes.

---

Your Path to Cognizant

Esto es lo que puedes esperar de nuestro proceso de contratación. Ten en cuenta que puede variar según el puesto y la ubicación. Explora nuestras preguntas frecuentes para obtener más información.

Step 1: Apply to the Right Opportunity

Encuentra un puesto abierto que coincida con tus habilidades y objetivos profesionales y muéstranos por qué eres la persona indicada para el trabajo. ¿No ves la oportunidad adecuada? Considera unirte a nuestra Comunidad de Talento.

Step 2: Connect with Your Recruiter

Si uno de nuestros reclutadores ve una coincidencia, organizará una breve llamada introductoria para conocer más sobre ti y cómo tus experiencias y habilidades se ajustan al puesto.

Step 3: Showcase Your Skills

Si junto a nuestro equipo desean continuar con el proceso, tendrás una entrevista con nuestro equipo de contratación. Algunos roles también pueden requerir evaluaciones técnicas y/o entrevistas con clientes.

Step 4: Time to Decide

Nuestro equipo revisará entonces el potencial de cada candidato para tener éxito en el puesto. Este paso puede tomar algún tiempo porque queremos encontrar la oportunidad adecuada tanto para ti como para nosotros, pero puedes contar con que te mantendremos informado.

---

Still Haven't Found the Right Opportunity?

Obtén las últimas actualizaciones sobre oportunidades de empleo, eventos de reclutamiento y noticias de la empresa, ¡adaptadas solo para ti!

Mantente informado

We care about your privacy

Thank you, your preferences have been updated.

By clicking "Accept All", you agree to the storing of cookies on your device to give you the most optimal experience using our website. We may also use cookies to enhance performance, analyse site usage and to personalise your experience.

Administrar preferencias