Senior Principal, Unified Customer Digital Experience

Job Description - Senior Principal, Unified Customer Digital Experience

Experience 13 - 15 yrs

Location - Bangalore (Hybrid)

Role Summary

The Principal, Digital Experience Platform is responsible for defining and driving the convergence of the company's digital ecosystem into a unified customer experience.

This role ensures that all digital touchpoints - including public web, authenticated experiences, eCommerce, search, mobile applications, and strategic platforms such as Unified Commerce Experience (UCE, our multi-brand commerce layer) and Intelligent Front Door (IFD, our AI-powered routing and personalisation gateway) - operate as part of a single, coherent, and consistent experience across the full customer lifecycle.

Acting as a senior technical authority, the role provides strategic direction, establishes standards, and ensures that all teams contribute to a shared vision, balancing application autonomy with overall experience consistency.

Role Context

This is an individual contributor role at Principal level, reporting to the Digital Customer Experience VP . The role operates with a high degree of autonomy and is expected to lead through influence rather than direct line management, partnering with domain leads and Application teams across the organisation.

1. Unified Experience Vision & Strategy

• Define and drive the vision for a unified digital customer experience across all channels and touchpoints
• Ensure consistency of identity, navigation, interaction patterns, and content access
• Eliminate fragmentation and duplication across platforms and domains

1. Convergence & Experience Architecture

• Lead the convergence of multiple applications into a coherent model
• Define the structure of a unified experience layer, including:
• Shared identity and session
• Consistent navigation and interaction models
• Common platform services
• Ensure all domains integrate through standardized and scalable patterns

1. Cross-Application Integration & Journey Continuity

• Define how independent domains (web, mobile, commerce including UCE, search, content, Intelligent Front Door (IFD), and services) connect into end-to-end customer journeys
• Ensure seamless transitions between anonymous and authenticated experiences
• Establish integration models that maintain consistent user context across touchpoints

1. Logged-in Experience & Personalization

• Define and drive the logged-in customer experience strategy, including:
• Seamless transition from anonymous to authenticated journeys
• Consistent access to personalized content, services, and transactions
• Unified customer context across platforms
• Ensure personalization capabilities are embedded within the platform, not developed as isolated solutions

1. Performance, Scalability & Experience Consistency

• Define and enforce standards to ensure:
• Consistent performance across web and mobile channels
• Scalability of the platform as domains evolve
• Predictable and reliable user experience

1. Governance & Standards

• Establish and enforce standards, integration principles, and architectural guardrails
• Ensure teams align with the unified platform model and avoid local optimizations that create fragmentation
• Manage exceptions through structured and controlled governance processes

• Act as a senior technical authority across multiple teams and capabilities
• Partner with Application Owners, Domain Owners, Development, UX, Security, and Data teams
• Act as a key liaison with enterprise and domain architects, ensuring alignment across web, mobile, UCE, and Intelligent Front Door (IFD) platforms toward a shared, scalable, and future-proof technical vision
• Influence decision-making at leadership level to prioritize experience coherence and long-term sustainability
• Promote a platform-first, experience-first mindset across the organization

• Extensive experience in digital platforms and large-scale system integration
• Proven track record in driving experience convergence across multiple domains
• Strong expertise in front-end platforms, APIs, identity, and integration models
• Strong expertise in modern front-end frameworks, including SvelteKit
• Experience delivering cross-channel experiences (web and mobile)
• Experience operating in complex, multi-team and global environments
• Strong stakeholder management and influencing skills

• AWS cloud components and distributed architecture patterns (compute, storage, networking, observability)
• Data quality governance principles (data ownership, validation, monitoring, compliance)

• Experience with unified front-end or multi-zone architectures
• Experience delivering logged-in and personalized experiences at scale
• Familiarity with AI-driven or intelligent experience capabilities
• Knowledge of SEO and digital discoverability principles

• Reduction of fragmentation across platforms and domains, measured by a decrease in duplicate components and inconsistent patterns identified in quarterly platform audits
• Delivery of seamless end-to-end customer journeys, evidenced by improved task completion rates and reduced drop-off at cross-domain handoff points
• Adoption of unified standards across teams, tracked via compliance rates in governance reviews and reduction of approved exceptions over time
• Improved consistency in user experience and performance, as measured by Core Web Vitals scores, design system adoption rates, and customer satisfaction metrics
• Increased domain autonomy within a controlled and coherent model