About the Position

Engagement Lead - Utilities & Home Service

公開日 8月 13 2026

場所 London, UK

職種 Consulting

作業モデル Hybrid

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) is an AI Builder and technology services provider that bridges the gap between AI investment and business value by building full-stack AI solutions for our clients. Our deep expertise in industry, business processes, and engineering enables us to embed the unique business context of an organization into its technology systems, unlocking human potential and delivering proven results, while helping global companies stay ahead in a rapidly changing world. For more information, visit cognizant.ai.

Additional Employment Information

The compensation information provided in this job posting is accurate as of the date posted. Cognizant reserves the right to modify this information at any time, in accordance with applicable laws.

Applicants may be asked to participate in an in-person or video interview. During each interview, you may be asked to present a currently valid state or government-issued identification.

Cognizant is an equal employment employer. We do not discriminate based on race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state/provincial, or local law.

Benefits to Support Your Growth and Well-being

Our benefits programs are designed with you in mind, supporting a full, balanced, and healthy life.

Economic Well-being

We regularly review market data to ensure that the value you bring is accurately reflected in your compensation. Benefits go beyond salary to include retirement and pension plans, financial education, and more.

Physical and Mental Health

We support your well-being through paid time off, flexible working arrangements where possible, health insurance plans, counseling, mental health allyship programs, and more.

Your Career, Your Way

With over 350,000 job titles and opportunities to explore new technologies, industries, and locations, Cognizant offers the skills and pathways to build the career you envision.

Real-World Impact

Think of the world-class brands you trust. Many of them rely on us to power their business for greater impact. Here, you can turn bold ideas into solutions that improve lives around the world.

Your Career Journey at Cognizant

Here’s an overview of the hiring process. Note that the specifics may vary by job and location, so please review the FAQs for more details.

Step 1: Apply for the Right Role

Find the job that matches your skills and career goals, and tell us why you’re the perfect fit. If you don’t see a role that fits, consider joining our Talent Community.

Step 2: Connect with a Recruiter

If our recruiters believe you’re a good fit, they’ll set up a brief online conversation (initial contact) to learn more about you and how your experience and skills align with the role.

Step 3: Showcase Your Skills

If both parties decide to move forward, you’ll interview with our hiring team. Depending on the role, this may include a technical assessment or client interview.

Step 4: Final Decision

Our team will then review all candidates to determine who is the best fit for the role. This step may take some time, but we’ll keep you updated along the way.

Still Looking for the Right Role?

Stay connected with the latest job opportunities, hiring events, and company news tailored to you!

Stay Updated

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.

Manage Settings

Engagement Lead - Utilities & Home Service

Job description