Senior Customer Experience & Digital Loyalty Lead

Cognizant; Ciudad de México; On-site; MXN 900,000 - 1,100,000; Full time

Job summary

Cognizant is seeking a Senior Customer Experience Manager to join our Global Technology team in Mexico City. You will drive digital experience, personalization, and loyalty initiatives across EU & NA while collaborating with Global Customer Experience, Loyalty, Marketing, Data & Analytics, and Development teams.

You will partner with stakeholders to define backlog, coordinate multi-region releases, and balance customer needs with regulatory requirements.

Qualifications

• Bachelor's degree required.
• 5–8 years of technology product owner or product management experience.
• Experience across 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; 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.

Responsibilities

• Key resource in the overall success of account customer-facing digital ecosystem spanning digital experience, personalization, and loyalty.
• Trusted advisor to leadership on delivering product strategy across the portfolio.
• Work with technology teams to align expectations with business stakeholders for delivery of new capabilities.
• Collaborate with product teams to define backlog and feature priority, supporting these features through planning cycles.
• Coordinate multiple teams 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.
• Remove product-level blockers between teams, platforms, and regions.
• Strengthen cross-functional leadership through communication between technology, product, marketing, loyalty, and business teams.
• Support testing coordination for releases with end-to-end validation across channels.
• Improve customer experience by balancing empathy, business needs, and technical feasibility.
• Ensure quality standards and KPIs are measured and reported against initiatives.
• Manage program budgetary responsibilities.

Skills

Cross-functional leadership

Stakeholder management

Communication skills

Problem-solving

Analytical skills

Agile/SAFe product management

Education

Bachelor's degree

5–8 years of product management experience

Tools

JIRA

Confluence

Job description

Cognizant is seeking a Senior Customer Experience Manager to join our Global Technology team in Mexico City. You will drive digital experience, personalization, and loyalty initiatives across EU & NA while collaborating with Global Customer Experience, Loyalty, Marketing, Data & Analytics, and Development teams.

You will partner with stakeholders to define backlog, coordinate multi-region releases, and balance customer needs with regulatory requirements.