{"id":3193250,"url":"https://alion.io/job/cognizant-senior-customer-experience-lead","title":"Senior Customer Experience Lead","company":{"id":85,"name":"Cognizant","domain":"cognizant.com","url":"https://alion.io/company/cognizant","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Cognizant Careers","truth_index":{"grade":"A","score":87,"open_postings":183,"ghost_share":0.011,"stale_share":0.464,"repost_share":0.071,"time_to_fill_p50_days":22,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico"],"countries":["MX"],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Confluence","optional":false},{"name":"GDPR","optional":false},{"name":"Waterfall","optional":false}],"status":"live","first_seen_at":"2026-10-23T16:55:52Z","employer_posted_date":"2026-10-24","last_verified_at":"2026-11-05T19:59:03Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Summary\nWe 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.\nResponsibilities\nKey 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\nPersonalization: customer data, segmentation, offer targeting, and real-time engagement capabilities\n Loyalty (EU & NA): member enrollment, earn and burn, offers and rewards, member benefits, and partner integrations across regional programs\n\nTrusted advisor to the Director, Digital Experience, Personalization & Loyalty and other functional stakeholders on delivering product and strategy across the portfolio.\nWorks with technology teams to align expectations with business stakeholders for delivery of new capabilities, features, and functionality.\nCollaborates 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.\nCoordinates multiple teams (agile and waterfall), internal and external, across regions and vendors, to manage all activities leading up to and including release.\nDrives 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).\nRemoves product-level blockers (e.g., dependencies between teams, platforms, and regions).\nStrengthens cross-functional leadership by maintaining communication between technology, product, marketing, loyalty, and business teams.\nSupports testing coordination for releases, including end-to-end validation across app, web, and in-store channels.\nImproves customer experience by managing technical programs and platform enhancements that balance customer empathy, business needs, and technical feasibility.\nEnsures quality standards and KPIs (e.g., digital engagement, personalization lift, loyalty enrollment and activity, platform reliability) are measured and reported against each initiative.\nManages program budgetary responsibilities.\nQualifications\nMust be obsessed with delivering results, thinking big, and \"finding a way,\" with an external awareness and curiosity to innovate and disrupt.\nMust have a self-starter attitude and constantly seek solutions to any challenges raised.\nBachelor's degree required.\n5-8 years of technology product owner or product management experience.\nExperience across one or more of digital/mobile products, personalization or customer data platforms, and loyalty/CRM platforms; breadth across all three strongly preferred.\nExperience working with global or multi-region teams preferred; retail, convenience, fuel, or QSR experience a plus.\nAgile/SAFe product management experience and planning tools (e.g., JIRA, Confluence) preferred.\nExcellent written and verbal communication, problem-solving, and analytical skills.\nProven record of managing multiple projects at once.\nAbility to stay highly organized and efficient in a fast-paced, rigorous work environment.\nTechnology design, delivery, and production support expertise for large-scale omnichannel technology teams.\nDemonstrated facilitation and influencing skills to drive decisions among stakeholders with diverse perspectives and priorities.\nDemonstrated ability to communicate complex technical information concisely to various stakeholders, verbally and in writing.","description_format":"text","description_chars":3913,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Engineering Services","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-24T03:11:00Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.894,"p_room":0.9,"age_days":12,"expected_fill_days":22,"reasons":["conf:1","velocity","win:mid","comp:brand"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/cognizant-senior-customer-experience-lead","json_url":"https://alion.io/job/cognizant-senior-customer-experience-lead.json","meta":{"generated_at":"2026-11-05T22:37:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3537,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":85},"rest":"https://alion.io/mcp/rest/get_company?id=85"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcognizant-senior-customer-experience-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcognizant-senior-customer-experience-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcognizant-senior-customer-experience-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cognizant-senior-customer-experience-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcognizant-senior-customer-experience-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3193250}},{"tool":"search_jobs","arguments":{"company":"cognizant.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3193250},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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