Customer Journey Manager

Wipro; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Generous benefits package

Training and development opportunities

Job summary

Wipro is seeking an experienced Customer Journey Manager in the United Kingdom to support product development by helping the Product Owner and product team understand, measure and orchestrate end-to-end customer journeys with a focus on technology integration.

You will collaborate with Product, Experience Design and Engineering teams to inform prioritisation, design choices, and journey effectiveness, ensuring user experience is accurately represented throughout delivery.

Qualifications

• Strong experience mapping and optimising end-to-end customer journeys.
• Ability to convert insights from multiple data sources into actionable recommendations.
• Experience producing journey maps using Visio or similar tools.
• Customer-centric mindset with ability to shape integrated, outcome-focused solutions.
• Structured problem-solving and critical thinking across functions.

Responsibilities

• Build understanding of end-to-end journeys and competitor landscape.
• Integrate insights from data, processes, and systems relevant to the journey.
• Lead creation and maintenance of journey and process maps (Visio).
• Evaluate journey effectiveness for customers and business.
• Champion continuous improvement and keep customer needs central.
• Coordinate cross-functional alignment across Product, Experience Design, Engineering.
• Coach and develop other Customer Journey Managers.
• Act as escalation point and manage team performance.
• Ensure user experience is accurately represented in delivery.

Skills

End-to-end journey mapping

Data-driven decision making

Stakeholder influence

Cross-functional collaboration

Process improvement

Job description

We are looking for an experienced Customer Journey Manager to support product development by helping the Product Owner and wider product team understand, measure and orchestrate end-to-end customer journeys, with a strong focus on technology and integration across functions.

You will use customer, colleague and operational insight to inform prioritisation and design choices, continuously improve journey effectiveness, and ensure that the intended user experience or process design is accurately represented. The role requires close collaboration with Product, Experience Design and Engineering teams.

Key Responsibilities

• Build a confident understanding of the end-to-end customer journey, including the relevant competitor landscape and best-in-class standards.
• Integrate insights and knowledge from disparate data, processes and systems that are relevant to the customer journey.
• Lead the creation and maintenance of customer journey and process maps using tools such as Visio.
• Continually evaluate journey effectiveness from both customer and business perspectives, bringing external insight into the work.
• Champion a continuous improvement mindset and ensure the needs of internal and external customers remain central to journey decisions.
• Coordinate and guide cross-functional alignment across Product, Experience Design, Engineering and other relevant functions.
• Understand the wider cross-functional context and build alignment where needed to improve journey effectiveness.
• Coach, support and develop Customer Journey Managers to contribute to business objectives.
• Act as a point of escalation for Customer Journey Managers and effectively manage team performance.
• Ensure the intended user experience or process design is accurately represented throughout delivery.

What We're Looking For

• Strong experience understanding, mapping and optimising end-to-end customer journeys.
• Ability to bring together insight from multiple data sources, processes and systems and convert it into clear, actionable recommendations.
• Experience producing customer journey maps and process maps, ideally using Visio or a comparable tool.
• A customer-centric approach, with the ability to anticipate customer needs and use customer input to shape integrated, outcome-focused solutions.
• Strong critical-thinking skills and a systematic approach to defining, prioritising and solving complex problems.
• Confidence working across functional boundaries and influencing colleagues and stakeholders, including when difficult conversations are required.
• Understanding of customer data governance and compliance considerations, with a focus on using consistent data to generate insight.
• Ability to communicate a customer-centric end state aligned with wider business strategy and to drive positive change at pace.
• Inclusive leadership, active listening and empathy, with the ability to motivate and develop others.
• A collaborative, improvement-focused mindset and the credibility to act as a trusted adviser across a broad professional network.
• Customer insight and data-informed decision-making
• Customer centricity and outcome-focused design
• Critical thinking and structured problem-solving
• Journey optimisation and continuous improvement
• Cross-functional orchestration and stakeholder alignment
• Leadership, coaching and inclusive team development
• Change leadership and organisational transformation

Inclusion

At Wipro we don't just look at your CV. We're more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.

We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please speak to our talent acquisition team, who will be happy to support you.

With Wipro you will receive a competitive salary, a generous benefits package, and training and development opportunities to help you improve.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

If your application is successful, we'll ask