Senior CX Journey Lead | End-to-End Experience (Remote)

Capgemini; United States; Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Flexible work arrangements

Job summary

FBS is seeking an experienced professional to own customer journey areas and drive end-to-end improvements with a human-centered approach. You will act as the journey strategy decision-maker, collaborating with project teams and senior leaders to align initiatives with business goals.

The role demands independence, strong communication, and a track record of leading projects across journeys, with a focus on improving satisfaction metrics and driving measurable impact.

Qualifications

• Bachelor's degree required.
• 7+ years of experience in customer experience management, journey mapping, and human-centered design.

Responsibilities

• Analyzes customer journeys end to end and leads journey mapping for complex journeys.
• Brings feedback across journeys and turns insights into recommendations for senior leaders.
• Leads projects across journey areas, including cost-benefit analysis and managing stakeholders across teams.
• Tracks journey performance (KPIs, OKRs, rNPS, tNPS) and leads continuous improvement.
• Coaches less experienced team members.

Skills

Customer experience management

Journey mapping

Human-centered design

Fluent English

Communication and presentation

Advanced analytical skills

Business/PM knowledge

Education

Bachelor's degree

Tools

CRM software

Journey mapping tools

Analytics tools

Project management tools

Job description

FBS is seeking an experienced professional to own customer journey areas and drive end-to-end improvements with a human-centered approach. You will act as the journey strategy decision-maker, collaborating with project teams and senior leaders to align initiatives with business goals.

The role demands independence, strong communication, and a track record of leading projects across journeys, with a focus on improving satisfaction metrics and driving measurable impact.