Back

Protocol Intelligence

Data-driven signals on your job's competitiveness

CV Match Score

Estimated fit based on your resume

Job Description

Structured overview of role & requirements

AI Customer Journey Manager

Capco, a Wipro company

Direct Career PageEst. 18–35 LPA

Posted 3h ago

Match Score

Against your primary resume

Create a free account or log in to unlock your CV match score across:

Role Fit

Experience

Industry Relevance

get started

Protocol Intelligence

Data-driven signals on your job's competitiveness

Competition Intensity

(Moderate)

Background Fit Sensitivity

(Moderate)

Shortlisting Strictness

(Moderate)

Job Description

Structured overview of role & requirements

About This Role

Lead design and optimization of customer journeys using AI and automation to improve customer experience.

Analyze end-to-end customer journeys, identify pain points, and define AI-enabled future-state enhancements.

Collaborate with product, UX, data science, and engineering teams to deliver AI-driven customer-centric solutions and track success metrics.

Minimum Requirements

8+ years of experience in Customer Journey Management, Customer Experience, Product Management, Business Analysis, or Digital Transformation.

Proven experience in customer journey mapping and service design.

Experience with AI, automation, conversational AI, or digital customer experience projects.

Experience working in Agile delivery environments.

Ideal Candidate Profile

Demonstrated ability to independently lead workshops, stakeholder engagement, and solution discussions in AI-driven customer journey projects.

Experience in banking, lending, cards, mortgages, or consumer banking is a plus, indicating domain understanding.

Familiarity with AI-powered customer servicing technologies including virtual assistants, personalization, and AI-driven engagement strategies (e.g., Generative AI, LLMs).