Senior Customer Experience Lead

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.