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 companys 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 & StrategyDefine and drive the vision for a unified digital customer experience across all channels and touchpointsEnsure consistency of identity, navigation, interaction patterns, and content accessEliminate fragmentation and duplication across platforms and domains Convergence & Experience ArchitectureLead the convergence of multiple applications into a coherent modelDefine the structure of a unified experience layer, including: Shared identity and sessionConsistent navigation and interaction modelsCommon platform servicesEnsure all domains integrate through standardized and scalable patterns Cross-Application Integration & Journey ContinuityDefine how independent domains (web, mobile, commerce including UCE, search, content, Intelligent Front Door (IFD), and services) connect into end-to-end customer journeysEnsure seamless transitions between anonymous and authenticated experiencesEstablish integration models that maintain consistent user context across touchpoints Logged-in Experience & PersonalizationDefine and drive the logged-in customer experience strategy, including: Seamless transition from anonymous to authenticated journeysConsistent access to personalized content, services, and transactionsUnified customer context across platformsEnsure personalization capabilities are embedded within the platform, not developed as isolated solutions Performance, Scalability & Experience ConsistencyDefine and enforce standards to ensure: Consistent performance across web and mobile channelsScalability of the platform as domains evolvePredictable and reliable user experience Governance & StandardsEstablish and enforce standards, integration principles, and architectural guardrailsEnsure teams align with the unified platform model and avoid local optimizations that create fragmentationManage exceptions through structured and controlled governance processesStakeholder & Leadership Responsibilities Act as a senior technical authority across multiple teams and capabilitiesPartner with Application Owners, Domain Owners, Development, UX, Security, and Data teamsAct 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 visionInfluence decision-making at leadership level to prioritize experience coherence and long-term sustainabilityPromote a platform-first, experience-first mindset across the organizationExperience & Skills Required Deep hands-on expertise (candidates should be able to demonstrate these directly): Extensive experience in digital platforms and large-scale system integrationProven track record in driving experience convergence across multiple domainsStrong expertise in front-end platforms, APIs, identity, and integration modelsStrong expertise in modern front-end frameworks, including SvelteKitExperience delivering cross-channel experiences (web and mobile)Experience operating in complex, multi-team and global environmentsStrong stakeholder management and influencing skillsSufficient fluency to lead, evaluate, and partner effectively (deep hands-on expertise not required): AWS cloud components and distributed architecture patterns (compute, storage, networking, observability)Data quality governance principles (data ownership, validation, monitoring, compliance)Preferred Experience with unified front-end or multi-zone architecturesExperience delivering logged-in and personalized experiences at scaleFamiliarity with AI-driven or intelligent experience capabilitiesKnowledge of SEO and digital discoverability principles Success Job Des