Customer jounery Manager AI

Wipro Ltd.; Hyderabad, Chennai, Bengaluru; Hybrid; INR 3,500,000 - 7,500,000; Full time

Job summary

Wipro seeks a Senior AI Customer Journey Manager to lead the design, optimization, and transformation of customer journeys using AI-driven capabilities. The role requires independence in identifying opportunities to improve customer experiences through AI and automation.

This position combines customer journey expertise with business analysis and AI innovation to deliver seamless, personalized interactions across channels.

Qualifications

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

Responsibilities

• Lead design, optimization, and transformation of customer journeys using AI-driven capabilities.
• Drive opportunities to improve customer experiences through AI and automation.
• Collaborate with cross-functional teams to implement journey improvements.

Skills

Customer journey management

CX / customer experience

Product management

Business analysis

Digital transformation

AI & automation

Stakeholder engagement

Agile delivery

Job description

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.

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.
• Understanding of Generative AI, LLMs, Agentic AI, and AI-driven customer engagement strategies.