AI Customer Journey Manager
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Job description
About the Position
Job Title: AI Customer Journey Manager
Location: Bangalore, Hyderabad & Chennai
About Us
“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 globally, we support 100+ clients across banking, 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.
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.
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.
- Understanding of Generative AI, LLMs, Agentic AI, and AI-driven customer engagement strategies.
We Offer
- Opportunity to work on transformative projects in the financial services industry.
- Collaborative and inclusive work environment.
- Career growth and development opportunities.
- Competitive compensation and benefits.
About the Company
Capco is a global technology and management consulting firm, recognized for its deep transformation execution and delivery. With a presence across 32 cities globally, we support 100+ clients across banking, financial, and energy sectors.
© Capco. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
CAPCO POLANDCapco Poland is a global technology and management consultancy specializing in driving digital transformation across the financial services industry. We are passionate about helping our clients succeed in an ever-changing industry.Joining Capco means joining an organization committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, are critical to success.We also are:-> Experts in Java, Angular, React, Mobile (Android & iOS), Big Data, DevOps, Cloud (AWS, GCP, Azure), Murex, QA-> Focused on development, automation, innovation, and long-term projects in financial services-> Committed to providing development opportunities, project continuity and professional coaching to our employees