We continuously seek exceptional associates when recruiting new employees. We pride ourselves on having extensive experience working with clients in all major markets. Cognizant's delivery model is infused with a distinct culture of high customer satisfaction.

Cognizant Consulting is a global consulting organization delivering strategic consulting services through industry and technology expertise. We have more than 5,300 professionals around the world demonstrating deep industry knowledge and solution expertise across all industry verticals.

CRM / Customer Experience / Customer Service Consulting

Cognizant’s consulting team is part of the multi-billion dollar global Digital Business & Technology organization. Our practice is focused on transforming the way our clients serve their customers and how they engage with them directly or through digital channels.

We work with our clients to develop a customer engagement strategy, develop actionable plans that encompass process and technology, design and implement solutions to help them realize business value, and transform their operating model.

Roles and 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.

Basic Qualifications

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


• Minimum of 5 years of work 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.

We value individuals who can work in a team environment, who are independent thinkers, and enjoy solving problems. If you are interested in working in an environment in solving business problems, learn new skills, and grow your career, this role is for you.

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