Customer Experience Manager

Cognizant Technology Solutions Corporation; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Benefits offered by this job

Competitive benefits and salaryPackage

Training and development plans

Opportunity to work with leading 글로벌?1

Job summary

Cognizant Technology Solutions Corporation in Mexico City is seeking a Customer Experience Manager to drive digital experience across mobile, web, and in-store touchpoints for Circle K's ecosystem.

You will align business and tech teams, own the product backlog, lead cross-regional collaboration, and ensure KPI delivery while balancing customer empathy with feasibility. A strong background in product ownership, Agile approaches, and stakeholder communication is required.

Qualifications

• Bachelor’s degree required.
• 5–8 years of technology product owner or product management experience.
• Experience with digital/mobile products, personalization, or loyalty platforms; multi-region experience preferred.
• Agile/SAFe product management experience and tools like Jira/Confluence preferred.
• Excellent written and verbal communication, problem-solving, and analytical skills.
• Proven ability to manage multiple projects simultaneously.
• Ability to stay organized in a fast-paced environment.
• Experience leading cross-functional, omnichannel technology teams.

Responsibilities

• Be the trusted advisor to the Director, Digital Experience, Personalization & Loyalty and other stakeholders on delivering product strategy across the portfolio.
• Define the product backlog and feature priority with Product Managers, Product Technical Owners, Solution Architects, and Application teams.
• Coordinate multiple teams (agile and waterfall) across regions and vendors to manage activities up to release.
• Drive alignment between EU and NA teams while respecting regional market needs and regulatory requirements (GDPR, CCPA).
• Remove blockers and ensure smooth delivery by balancing customer needs, business priorities, and technical feasibility.
• Strengthen cross-functional leadership and maintain communication across technology, product, marketing, loyalty, and business teams.
• Support testing coordination for releases across app, web, and in-store channels.
• Manage program budgetary responsibilities.

Skills

Product ownership

Product management

Agile/SAFe

Stakeholder comms

Project management

Leadership

Education

Bachelor’s degree

Tools

JIRA

Confluence

Job description

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

We are looking for a Customer Experience Manager

Responsibilities

• Key resource in the overall success of Circle K's 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.

Why Cognizant?

• Improve your career in one of the largest and fastest growing IT services providers worldwide
• Receive ongoing support and funding with training and development plans
• Have a highly competitive benefits and salary package
• Get the opportunity to work for leading global companies
• We are committed to respecting human rights and build a better future by helping your minds and the environment
• We invest in people and their wellbeing.
• We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.
• Igualdad de Empleo y Política de Acción Afirmativa:
• Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.
• At Cognizant we believe than our culture make us stronger!

#BeCognizant #IntuitionEngineered