Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service. It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Job Description :-

Key Responsibilities

Lead execution across core workstreams, ensuring alignment, progress, and delivery against timelines Drive development and rollout of a future-state VoC measurement framework (NPS, CSAT, journey-based measurement) Coordinate global deployment of rNPS and competitive benchmarking capabilities Establish and operationalize enterprise VoC standards, governance, and intake processes (including B2B measurement) Oversee implementation of redesigned VoC ecosystem, including survey rationalization, trigger-based measurement, and dashboard rollout Partner with data and technology teams to resolve data quality, integration, and reporting challenges Implement a closed-loop “listen–learn–act” model, including alerts, SLAs, and insight-to-action processes Manage cross-functional stakeholders (CX, Product, Ops, Data, Marketing, regional teams) and external partners (e.g., Medallia, Ipsos) Drive program governance, executive reporting, and milestone tracking

Key Deliverables

Enterprise VoC measurement architecture and metric framework linked to business outcomes Standardized rNPS model and executive reporting across markets Documented VoC standards, governance model, and compliance framework Streamlined survey ecosystem and trigger-based measurement implementation Improved data quality, consistency, and reporting integration (VOICE and downstream systems) Fully operational closed-loop feedback and action framework

Profile & Experience

Mid Senior years in program management, CX transformation, or analytics-led change initiatives Proven experience leading complex, cross-market programs in financial services or similarly regulated industries Deep understanding of VoC, NPS, and CX measurement methodologies Strong ability to translate data and insights into business outcomes Experience working with VoC platforms (e.g. Medallia) and analytics teams Exceptional stakeholder management and executive communication skills

Salary Range - CA$ 100,000 - CA$ 120,000 Per Year

TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.