Cognizant
Engagement Lead - Utilities & Home Service
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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.
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.
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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.
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- 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.
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