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.

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

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

Solid 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.

📌 Program Management (Toronto)
🏢 TATA Consultancy Services
📍 Toronto