Consulting Lead - Retail, Travel & Hospitality

Role Overview

We are seeking an experienced Consulting Lead for the Retail, Travel & Hospitality sector, with a proven track record in delivering large-scale transformation programmes. The ideal candidate will bring deep expertise in digital strategy, customer/user experience, and process optimisation, leveraging cross-industry best practices to drive innovation and operational excellence for our clients.

Key Responsibilities

• Lead end to end retail transformation programmes for Retail, Travel & Hospitality clients, focusing on digital enablement, customer journey optimisation, and operational efficiency.
• Develop and implement data driven strategies to enhance customer experience, loyalty, and revenue growth across retail channels (online, in store, mobile).
• Design and optimise business processes, including procurement, finance, HR, and logistics, supply chain ensuring alignment with target operating models and regulatory requirements.
• Drive stakeholder engagement and executive buy in, managing change across diverse teams and ensuring smooth transitions with minimal disruption to business as usual operations.
• Oversee programme governance, KPI definition, and benefit realisation, ensuring delivery within agreed scope, budget and timelines.
• Apply design thinking and agile methodologies to solve complex business challenges and deliver innovative solutions.
• Lead cross functional teams, fostering collaboration and high performance in a matrix environment.
• Identify and pilot emerging technologies (e.g., AI, automation, machine learning) to create competitive advantage and improve customer outcomes.
• Build and manage sales pipeline by engaging with C suite executives and senior business leaders.
• Partner with internal stakeholders to craft compelling proposals, business cases and value propositions tailored to client needs.
• Prepare business cases, transformation roadmaps and strategic recommendations for clients, supporting their growth and market positioning.

Required Skills & Experience

• 10+ years' experience in consulting, programme management or business transformation, ideally within Retail, Travel or Hospitality sectors.
• Demonstrated expertise in digital transformation, customer experience design and process optimisation.
• Strong background in managing large, multi disciplinary teams and complex stakeholder environments.
• Experience with technology enablement (e.g., SAP, CRM, automation platforms) and data driven decision making.
• Proven ability to deliver measurable business benefits and drive change in fast paced, regulated environments.
• Excellent communication, leadership and client management skills.
• Degree in Business, Engineering or related field; MBA preferred.

Preferred Attributes

• Outcome focused mindset with a passion for innovation and continuous improvement.
• Ability to translate strategic vision into actionable programmes and solutions.
• Experience in designing and launching new retail propositions, loyalty programmes or customer centric initiatives.
• Familiarity with Travel & Hospitality industry trends, challenges and regulatory landscape.

Domain Expertise

This role requires deep understanding of the Retail and Consumer Goods processes as well as the understanding of AI automation technologies to streamline operations, reduce costs and improve delivery.

Diversity and Inclusion at Cognizant

At Cognizant, we believe diversity and inclusion are at the heart of our ability to execute successfully and consistently over the long term. We recognize that our people are our most important asset. We strive to create an environment where all associates feel comfortable to be themselves, feel accepted and can therefore thrive both personally and professionally. We continue to drive D&I throughout our organization to unlock the insights, imagination, and innovation of our associates, as well as reflect the diversity of our clients and communities. We are European Top Employer and continually drive employment recognition and engagement through employee friendly policies and affinity groups such as "Women Empowered", "Embrace LGBTQ+" and "Race Equality Network".