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AI Customer Journey Manager

Bengaluru, India

  • Posted 3d ago
  • From Capco’s careers page
Location
Bengaluru, India
Level
Senior
Experience
8+ years
Department
Business Operations
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About the role

Job Description -

Experience

8+ Years

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.

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Capco

About Capco

Business and technology consultancy

Capco is a business and technology consultancy serving financial services and other industries.

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