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) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.

A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.

---

Benefits that Help You Grow and Shine

Nosso programa de benefícios é construído pensando em você: para que você aproveite uma vida balanceada, saudável e plena.

Financial Well-being

Nós revisamos regularmente os dados de mercado para garantir que a remuneração reflita o valor que você entrega. Seus benefícios vão além do salário e podem incluir planos de aposentadoria, educação financeira e outros recursos.

Physical and Mental Health

Queremos que você priorize o seu bem-estar, oferecendo benefícios como férias remuneradas, trabalho flexível quando possível, planos de saúde, apoio psicológico, nosso programa de apoio à saúde mental (Mental Health Allyship) e muito mais.

Your Career, Your Way

Com mais de 350.000 oportunidades na Cognizant, você terá a possibilidade de explorar novas tecnologias, setores e localizações - e desenvolver as competências necessárias para evoluir na sua carreira.

Real World Impact

Pense nas maiores marcas que você utiliza no seu dia a dia. É muito provável que elas contem com a nossa ajuda para fortalecer seus negócios. Aqui, você irá transformar ideias ousadas em soluções que melhoram a vida das pessoas em todo o mundo.

---

Your Path to Cognizant

Veja o que você pode esperar do nosso processo seletivo. Lembre-se de que ele pode variar de acordo com a vaga e a localização. Explore nossas perguntas frequentes para saber mais.

Step 1: Apply for the Right Opportunity

Encontre uma vaga em aberto que esteja alinhada às suas habilidades e objetivos de carreira e mostre por que você é a pessoa certa para essa oportunidade. Não encontrou a vaga ideal? Considere se juntar à nossa Talent Community.

Step 2: Connect with the Recruiter

Se um de nossos recrutadores identificar compatibilidade com o seu perfil, ele irá agendar uma breve conversa inicial para conhecer melhor você e entender como suas experiências e habilidades se conectam com a vaga.

Step 3: Demonstrate Your Skills

Se houver interesse mútuo em seguir com o processo, você participará de entrevistas com nosso time de contratação. Algumas vagas também podem exigir testes técnicos e/ou entrevistas com clientes.

Step 4: Decision Time

Nosso time avaliará o potencial de cada candidato para ter sucesso na vaga. Essa etapa pode levar algum tempo, pois buscamos o melhor alinhamento tanto para você quanto para a empresa - mas você pode contar conosco para mantê-lo atualizado ao longo do processo.

---

Still Haven't Found the Best Opportunity?

Receba as últimas atualizações sobre oportunidades, eventos e novidades da Cognizant no Brasil – tudo selecionado para você!

Mantenha-me atualizado

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.

Gerenciar preferências