NGCC Solution Lead

  • Cognizant Technology Solutions
  • 1175 Colony Square Suite 1700, Atlanta, GA 30361, USA
  • Nov 09, 2020

Job Description

Cognizant's BPO business unit is one of Cognizant's highest growth businesses. To accelerate this growth even further, BPO is expanding into industries, service lines and markets globally. We are seeking a Customer Experience Leader who will be responsible for the strategy, design and execution, in addition to the solution leadership and growth of our Customer Experience Management Service Line. The leader will have deep experience in deployment of technology and experience design capabilities while driving business outcomes in multiple commercial models. Responsibilities The ideal candidate will have demonstrated success in the following areas Devising and executing transformative digitalomni-channel customer experience strategies, across multiple industries including financial services, automotive, health care and retail industries with a focus on improving customer experiences. Lead global teams in solutioning and proposals for our Customer Experience Management Service Line. Solutions include automation, AIML, omni-channel engagement, CRM and Data Engineering (insights) and being able to facilitate and orchestrate the integrated story. Be a CX storyteller who can lead client presentations and influence clients in the path forward to be a customer centric enterprise. Be a CX thought leader at conferences, webinars, and analysts relations forums be able to speak to latest trends, client stories and recent technology innovations impacting the CX domain Lead large scale enterprise deals that are inclusive of multiple service lines and geographies. CX Contact Center BPO Experience Design Automation Insights - SME - requires knowledge and expertise in all of the above mentioned capabilities andor solutions. Innovation customer solution-oriented innovation mindset, with the ability to lead and execute on innovative ideas. Customer centric mindset having the mindset and experience to understand exactly what customers need and want Leading and working with cross-functional teams in support of business priorities. Leading and driving change and innovation against the headwinds of existing culture, processes, and incentives and across multiple departments. Solving problems quickly, thinking strategically, and driving data-driven decision making. Generating and communicating strategic analysis and business insights. Third-party relationships and innovative partnerships - being customer obsessed can sometimes mean partnering with another company to deliver a stronger value proposition than Cognizant could achieve alone. Working in design-thinking, Lean startup, Agile development and similar frameworks Qualifications 4 year degree or equivalent work experience required with Masters Degree strongly preferred 15+ years' work experience. Deep operational experience running larger customer contact operations, or experience driving large customer experience transformation programs Strong understanding of customer contact applications, infrastructure and up to date with recent advances and trends in the customer contact space Demonstrated experience with differentiated commercial models, driving and delivering business outcomes through customer contact operations Demonstrated experience and formal trainingeducation with user-centered design principles and practices and Agile, Lean startup, and design-thinking methodologies. Demonstrated experience and formal trainingeducation with information architecture, UX, and experience design principles and practices. Demonstrated experience in change management formal trainingeducation preferred. Superior presentation skills. The ability to interact successfully across all levels within the organization, including the CEOCOO. Proven success as an individual contributor, as well as a track record of strong positive teamwork, proactive collaboration, and effective problem resolution. Someone who is inspirational and visionary and can bring along others with positivity and energy . Strong skills in MS powerpoint, adobe design and other MS applications (e.g. Word, Powerpoint). Excellent communication, flexibility, and time management skills. Employee Status Full Time Employee Shift Day Job Travel Yes, 25 of the Time Job Posting Nov 03 2020 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 194 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 or follow us USJobsCognizant. Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service. 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 with your request and contact information.