Job Summary
We are looking for a Senior Customer Experience Manager to join our team. This is a newly created role within the Global Technology team, responsible for bringing our digital experience, personalization, and loyalty capabilities to life through technology. Reporting to the Director, Digital Experience, Personalization & Loyalty, you will be a key partner to our Global Customer Experience, Loyalty, Marketing, Data & Analytics, and Global Development teams.
Responsibilities
- Key resource in the overall success of Account customer-facing digital ecosystem, spanning three areas:
- Digital Experience: mobile app, web, and connected in-store digital touchpoints
- Personalization: customer data, segmentation, offer targeting, and real-time engagement capabilities
- Loyalty (EU & NA): member enrollment, earn and burn, offers and rewards, member benefits, and partner integrations across regional programs
- Trusted advisor to the Director, Digital Experience, Personalization & Loyalty and other functional stakeholders on delivering product and strategy across the portfolio.
- Works with technology teams to align expectations with business stakeholders for delivery of new capabilities, features, and functionality.
- Collaborates with Product Managers, Product Technical Owners, Solution Architects, Product Leads, and Application teams to define the product backlog and feature priority, and supports these features through planning cycles.
- Coordinates multiple teams (agile and waterfall), internal and external, across regions and vendors, to manage all activities leading up to and including release.
- Drives alignment between EU and NA teams, identifying opportunities for shared platforms, reusable capabilities, and consistent customer experiences while respecting regional market needs and regulatory requirements (e.g., GDPR, CCPA).
- Removes product-level blockers (e.g., dependencies between teams, platforms, and regions).
- Strengthens cross-functional leadership by maintaining communication between technology, product, marketing, loyalty, and business teams.
- Supports testing coordination for releases, including end-to-end validation across app, web, and in-store channels.
- Improves customer experience by managing technical programs and platform enhancements that balance customer empathy, business needs, and technical feasibility.
- Ensures quality standards and KPIs (e.g., digital engagement, personalization lift, loyalty enrollment and activity, platform reliability) are measured and reported against each initiative.
- Manages program budgetary responsibilities.
Qualifications
- Must be obsessed with delivering results, thinking big, and "finding a way," with an external awareness and curiosity to innovate and disrupt.
- Must have a self-starter attitude and constantly seek solutions to any challenges raised.
- Bachelor's degree required.
- 5–8 years of technology product owner or product management experience.
- Experience across one or more of digital/mobile products, personalization or customer data platforms, and loyalty/CRM platforms; breadth across all three strongly preferred.
- Experience working with global or multi-region teams preferred; retail, convenience, fuel, or QSR experience a plus.
- Agile/SAFe product management experience and planning tools (e.g., JIRA, Confluence) preferred.
- Excellent written and verbal communication, problem-solving, and analytical skills.
- Proven record of managing multiple projects at once.
- Ability to stay highly organized and efficient in a fast-paced, rigorous work environment.
- Technology design, delivery, and production support expertise for large-scale omnichannel technology teams.
- Demonstrated facilitation and influencing skills to drive decisions among stakeholders with diverse perspectives and priorities.
- Demonstrated ability to communicate complex technical information concisely to various stakeholders, verbally and in writing.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
