Engagement Lead - Utilities & Home Service

About the Position

Engagement Lead - Utilities & Home Service

Location: London, UK

Type: Hybrid

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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.

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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.

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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.

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Requirements

• 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.
• Understanding of Operations: Customer operations, service operations, revenue operations, order-to-cash, billing, collections, claims handling, complaints, and leakage reduction.
• Executive-Ready Deliverables: Business cases, operating models, process maps, roadmaps, governance packs, and client presentations.
• Skills: Structured thinking, problem solving, analytical skills, stakeholder management, facilitation, written communication, and influencing skills.

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Nice to Have

• Experience: UK Utilities or Insurance order-to-cash market processes and home emergency, warranty, protection, or home services insurance products.
• Exposure: Digital transformation, automation, AI-enabled service improvement, workflow optimisation, CRM, billing, or claims platforms.
• Consulting, Systems Integration, Managed Services, Proposals, Solution Shaping, Account Planning, or Business Transformation Environments.

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We Offer

• Financial Security: Competitive salary, retirement plans, financial education.
• Health and Well-being: Paid time off, flexible work arrangements, health insurance, counseling, mental health support, and more.
• Career Growth: Opportunities to explore new technologies, industries, and locations with over 350,000 positions available.
• Real Impact: Work on projects that enhance the quality of life for people around the world.

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About the Company

Cognizant (NASDAQ: CTSH) is an AI builder and technology services company that bridges the gap between AI investment and enterprise value by creating end-to-end AI solutions for our clients. Our deep industry, process, and engineering expertise helps us fuse the context of the enterprise with technology to augment human potential, deliver measurable results, and enable global enterprises to consistently lead in a changing world. Learn more at cognizant.ai or @cognizant.

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Additional Employment Information

• Equal Opportunity Employer: Cognizant is an equal opportunity employer. Your application and consideration for employment will not be denied based on race, color, religion, creed, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.
• Interview Process: Candidates may be asked to participate in in-person or video interviews and may be required to present government-issued identification during each interview.
• Salary Information: Salary details are accurate as of the posting date. Cognizant reserves the right to modify this information at any time under applicable laws.

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Your Journey to Cognizant

Here’s what you can expect from our hiring process. Please note, the steps may vary by role and location. Check out our FAQs to learn more.

1. Apply for the Right Role: Find open positions that match your skills and career goals, and show us why you’re a great fit. Can’t find the right opportunity? Consider joining our Talent Community.
2. Connect with Your Recruiter: If our recruiter sees that you’re a good fit, they’ll schedule a brief conversation to get to know you better and discuss how your experience and skills align with the role.
3. Showcase Your Skills: If both you and our team decide to move forward, you’ll interview with our hiring team. Some roles may require additional technical assessments and/or client interviews.
4. Decision Time: Our team will evaluate each candidate’s potential for success in the role. This process may take some time as we seek the best fit for both you and us-but rest assured, we’ll keep you updated along the way.

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