Senior Customer Experience Manager

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.

À savoir avant de postuler

• Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
• Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
• L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
• Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
• Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
• Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.

À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.