Job Summary

We are looking for a Senior Customer Experience Manager to join our team. This is a newly created role within the Integral 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 General 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.

📌 Senior Customer Experience Lead (Polanco)
🏢 Cognizant
📍 Polanco