Remote CX Journey Lead: End-to-End Customer Experience

Capgemini; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Flexible work arrangements

Job summary

Capgemini in the United States seeks a CX Journey Owner to shape end-to-end customer experiences for a leading insurer. You will map journeys, identify pain points, and partner with design, analytics, marketing, and technology to translate insights into actionable improvements.

This role goes beyond documentation, staying involved across initiatives from current-state to future-state journeys and monitoring outcomes for ongoing optimization.

Qualifications

• 3+ years in Customer Experience or journey mapping with human-centered design.
• Strong understanding of journey ownership and continuous improvement.
• Ability to interpret data and translate findings into actions.
• Business acumen to align CX with objectives and impact.
• Excellent communication and stakeholder influence.
• Experience collaborating with cross-functional teams.

Responsibilities

• Own and evaluate end-to-end customer journeys, identify needs, behaviors, and improvement opportunities.
• Create and maintain journey maps and supporting documentation using human-centered design.
• Partner with cross-functional squads to define current and future-state experiences and translate insights into actions.
• Gather feedback, analyze data, identify trends, and recommend CX roadmaps and strategies.
• Monitor results after launch and drive ongoing optimization using KPIs, OKRs, rNPS, tNPS.
• Contribute to project scope, timelines, and deliverables with stakeholders.

Skills

Customer experience

Journey mapping

Data interpretation

Cross-functional collaboration

Presentation skills

Stakeholder management

Project coordination

English fluency

Education

Bachelor’s degree preferred

High school diploma or equivalent

Tools

Analytics platforms

Journey mapping tools

CRM systems

PM tools

Job description

Capgemini in the United States seeks a CX Journey Owner to shape end-to-end customer experiences for a leading insurer. You will map journeys, identify pain points, and partner with design, analytics, marketing, and technology to translate insights into actionable improvements.

This role goes beyond documentation, staying involved across initiatives from current-state to future-state journeys and monitoring outcomes for ongoing optimization.