Senior Customer Experience Lead

Cognizant; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Cognizant is seeking a Senior Customer Experience Manager to join the Global Technology team. This role focuses on bringing digital experience, personalization, and loyalty capabilities to life through technology and cross-functional collaboration with Global Customer Experience, Loyalty, Marketing, Data & Analytics, and Global Development teams.

As a senior leader, you will work with technology partners to define strategy, manage a multi-region backlog, and ensure successful delivery of

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.
• Agile/SAFe product management experience and planning tools (JIRA, Confluence) preferred.

Responsibilities

• Be the trusted advisor to senior stakeholders on product strategy and delivery across the portfolio.
• Collaborate with technology teams to align expectations with business needs for new capabilities and features.
• Define product backlog and prioritize features with Product Managers, Owners, and Architects.
• Coordinate cross-functional teams across regions and vendors to manage releases.
• Drive alignment between EU and NA teams for shared platforms while respecting local regulatory requirements (GDPR, CCPA).
• Strengthen cross-functional leadership through clear communication among tech, product, marketing and loyalty teams.
• Support testing coordination for releases across app, web, and in-store channels.
• Manage program budgets and monitor KPIs like engagement, personalization, and loyalty metrics.

Skills

Leadership

Strategic thinking

Communication

Stakeholder management

Problem solving

Education

Bachelor's degree

Tools

JIRA

Confluence

Job description

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.