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.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Applicants must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for this position.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
