Senior Director - Enterprise Process CRM/ Customer Experience/ Customer Service Consulting - Cognizant Technology Solutions

Senior Director, CRM / Customer Experience / Customer Service Consulting

 

ABOUT US

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

COGNIZANT CONSULTING

Within Cognizant is Cognizant Consulting, a global consulting organization delivering strategic and domain consulting through industry and technology expertise. With over 6,000 consultants worldwide, Cognizant offers high-value consulting services that improve business performance and operational productivity, lower operational expenses and enhance overall performance. Clients draw upon our deep industry expertise, program and change management capabilities, and analytical objectivity to help improve business productivity, drive technology-enabled business transformation and increase shareholder value.  We provide a number of Business/IT Consulting Services including Business Strategy, IT Strategy & Roadmap Development, Process Re-Engineering & Transformation, ERP Transformation, Enterprise Architecture & Technology Selection, and Domain Solutions. The Cognizant Consulting team is a high performing organization that is continually expanding our client base and increasingly being recommended by analysts such as Forrester and Gartner.

The Role

Working in Enterprise ProcessConsulting means you'll be surrounded by colleagues who are also dedicated to meet their own high standards, to inspire teammates and to make a positive impact on the world through their work.  We bridge the gap between business and information technology to help clients realize measurable business value from their technology and capital investments.  This position will be a part of the leadership team and have many years of experience leading large, complex, multi-vendor transformation programs.  We work with industry leaders to analyze challenges and propose and execute innovative solutions that help our clients become more competitive. 

 

To be successful, we’re looking for Senior Directors who exemplify Cognizant’s Five Pillars of Consulting Excellence: 1) Project Execution, 2) Expertise, 3) Business Development, 4) Practice Development, & 5) People Development. At the Senior Director Level, this means driving cost effective end-to-end execution of consultant engagements, cultivating practice innovations, achieving financial targets (utilization, expenditures, revenue, margin), promoting Cognizant Consulting’s vision & mission, and building high performing teams across the organization.  In addition to enabling consulting excellence through the Five Pillars of Consulting, the specific requirements for this position are below.

Our solutions are in demand and we’re passionate about making a difference. If you have experience with the above, are a selfless leader, and are committed to client-facing environment; if you want to grow your career with a team that wants to build something great together, we want to hear from you! Apply now!

Responsibilities

• Business Development - Builds professional relationships with client stakeholders, establishing rapport with key players.  Understands and works with the Client's complex organizational realities and relationships to accomplish priority objectives.  Designs and guides proposals, RFP responses and service offering summaries. Demonstrates understanding of Client needs and articulates interpretation and placement in value creation framework. This role has a seven-figure annual business development target.

• Consulting Delivery - Leads team to develop concise and practical recommendations with clear objectives. Defines executive recommendations resulting in measurable improvements in Client's operating performance.  Designs a deliverables roadmap and directs supporting data collection.  Seeks out client input to better understand needs; develops ideas for how to meet those needs.  Acts to leverage all Cognizant EPC capabilities to enhance client value.  Maintains positive, long-term working relationships with senior Client executives; is adept at focusing attention resulting in consistent, high-level Client satisfaction.  Consistently delivers accurate, clear, and concise messages to effectively inform an audience.     

• Thought Leadership – Identifies and develops EPC knowledge assets and introduces processes to improve their leverage.  Builds expertise in ERP areas of focus, contributes to development of ERP solutions, and can interact on par with Business and IT executives.  Stays informed on developments in the Consulting Industry and areas of ERP expertise. 

• Practice Leadership - Plays key role in attracting broader interest and expertise in ERP Transformation.  Creates highly effective, mutually beneficial relationships with direct reports, peers, and leadership to achieve organization and performance objectives.  Actively shares experiences and knowledge gained on engagements with colleagues through formal and informal avenues.  Helps team members develop their ability to anticipate problems by leveraging their past experiences so that they can work more independently.  Provides frequent, ongoing feedback to consultants to help them grow.

Other responsibilities

• Consult directly with our clients providing advisory services designed to help them solve their most complex business and technology challenges.

• Help our clients respond to and adopt market, regulatory, process, and culture changes triggered by rapidly changing customer expectations and new technologies that provide new avenues to serve their customers.

• Design solutions to transform our clients’ marketing, sales, and customer service operations.

• Work creatively and analytically with a structured approach to problem-solving.

• Challenge old business models by innovatively designing new user experiences.

• Construct targeted change management plans including communications planning, change impacts, organizational readiness, and training plans.

• Facilitate discussions, surveys, focus groups, and workshops to articulate vision, understand client needs, and gather input.

• Lead a project or work stream within a transformation program.

 

Skills & Qualifications

• An undergraduate or master’s degree from a top tier U.S. Business School

• Experience in the U.S. at a tier-1 management consulting firm focused on strategy, operations, process consulting, or project / program delivery.

• Demonstrated interest in one of the following communities of practice: Customer Experience, Customer Service, CRM, Digital Solutions and Channels.

• An understanding of how digital solutions impact customer experience and companies’ ability to serve their customers.

• Experience with design and implementation of CRM solutions such as Salesforce or MS Dynamics.

• Experience with analytical approach to identify, understand, and develop solutions to business challenges.

• Ability to create financial models and business cases.

• Fluency in English with strong social, communication, and presentation skills in client-facing situations.

• Microsoft Office skills including Excel, PowerPoint, Word, Visio, Access, and Project.

• Demonstrated project leadership and management experience in a consulting environment.

 

Preferred Experience

• Domain expertise in CRM (Salesforce and / or MS Dynamics) in Marketing, Sales, or Service.

• Prior management consulting experience focused end-to-end process design, developing user stories and customer journeys.

• Developing business solutions in Marketing, Sales, and Service leveraging a CRM platform.

• Having sufficient knowledge and experience of enterprise data, how it relates to CRM, and how data integration is used to maximize the use of CRM.

• Understanding of the use of CRM solutions and how it fits into a client ecosystem.

• Deep functional knowledge of a CRM platform (Salesforce and / or MS Dynamics) to function as a bridge between business and IT teams.

• Certification with on a CRM platform is a plus.

• Experience as a product manager is a plus.

• Familiarity with project management methodologies such as Agile/SAFe/Waterfall, is a plus.

 

 

Work Authorization

• Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)

 

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Feb 01 2024

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.