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.

Key Responsibilities

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

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

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

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

Performance, Scalability & Experience Consistency


* Define and enforce standards to ensure:



* Consistent performance across web and ...