AI Customer Journey Manager

Capco; Bengaluru; On-site; INR 2,600,000 - 4,200,000; Full time

Job summary

Capco, a Wipro company, is a global technology and management consulting firm seeking a Senior AI Customer Journey Manager in Bengaluru. You will lead design, optimization, and transformation of customer journeys using AI-driven capabilities, independently identifying opportunities to improve experiences through AI and automation.

The role combines customer journey expertise, business analysis, and AI innovation to deliver seamless, personalized interactions and measurable value for clients

Qualifications

• 8+ years of experience in Customer Journey Management, CX, Product Management, Business Analysis, or Digital Transformation.
• Strong experience in customer journey mapping and service design.
• Experience working on AI, automation, conversational AI, or digital customer experience initiatives.
• Strong stakeholder engagement and communication skills.
• Ability to independently drive workshops and solution discussions.
• Strong analytical and problem-solving capabilities.
• Experience working in Agile delivery environments.

Responsibilities

• Analyze and map end-to-end customer journeys across digital and assisted channels.
• Identify pain points and opportunities for AI-led improvements.
• Define future-state AI-enabled customer experiences and journey enhancements.
• Partner with Product Owners, UX teams, Data Scientists, and Engineering teams to deliver AI solutions.
• Develop journey metrics, success measures, and value tracking frameworks.
• Drive CX transformation initiatives from concept through implementation.
• Support business case creation for AI-enabled customer engagement initiatives.
• Facilitate stakeholder workshops and discovery sessions.
• Ensure alignment between CX strategy and business objectives.

Skills

AI

CX

Customer journey mapping

Product management

Business analysis

Agile delivery

Stakeholder engagement

Tools

Analytics tools

Job description

“Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount. With our presence across 32 cities across globe, we support 100+ clients acrossbanking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery.

WHY JOIN CAPCO?

You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry.

MAKE AN IMPACT

Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services.

#BEYOURSELFATWORK

Capco has a tolerant, open culture that values diversity, inclusivity, and creativity.

CAREER ADVANCEMENT

With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands.

DIVERSITY & INCLUSION

We believe that diversity of people and perspective gives us a competitive advantage.

MAKE AN IMPACT

Job Description -

Experience

8+ Years

Role Summary

We are looking for a senior AI Customer Journey Manager to lead the design, optimization, and transformation of customer journeys using AI-driven capabilities. The individual must be highly capable, customer-focused, and able to independently identify opportunities to improve customer experiences through AI and automation.

This role combines customer journey expertise, business analysis, and AI innovation to deliver seamless, personalized, and efficient customer interactions.

Key Responsibilities

• Analyze and map end-to-end customer journeys across digital and assisted channels.
• Identify customer pain points, friction areas, and opportunities for AI-led improvements.
• Define future-state AI-enabled customer experiences and journey enhancements.
• Partner with Product Owners, UX teams, Data Scientists, and Engineering teams to deliver customer-centric AI solutions.
• Develop journey metrics, success measures, and value tracking frameworks.
• Drive customer experience transformation initiatives from concept through implementation.
• Support business case creation for AI-enabled customer engagement initiatives.
• Facilitate stakeholder workshops and customer journey discovery sessions.
• Ensure alignment between customer experience strategy and business objectives.

Required Skills

• 8+ years of experience in Customer Journey Management, Customer Experience (CX), Product Management, Business Analysis, or Digital Transformation.
• Strong experience in customer journey mapping and service design.
• Experience working on AI, automation, conversational AI, or digital customer experience initiatives.
• Strong stakeholder engagement and communication skills.
• Ability to independently drive workshops and solution discussions.
• Strong analytical and problem-solving capabilities.
• Experience working in Agile delivery environments.

Preferred Skills

• Banking, Lending, Cards, Mortgages, or Consumer Banking experience.
• Knowledge of AI-powered customer servicing, virtual assistants, personalization, and intelligent automation.
• Familiarity with Customer Experience platforms and analytics tools.