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AI Customer Journey Manager

CapcoIndia - BengaluruBusiness Consulting
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Salary
Not listed
Job type
Full-time
Experience
Senior · 8+ yrs
Posted
6 Oct 2026
Status
Open · checked 8d ago

About this role

In India, Bengaluru, Capco is seeking an AI Customer Journey Manager to lead digital transformation initiatives using artificial intelligence. This professional role suits candidates with extensive experience in customer experience and business analysis who want to shape financial services solutions.

Role Overview

Capco seeks a senior AI Customer Journey Manager to handle the design, optimization, and transformation of customer interactions through artificial intelligence capabilities. The position unites customer journey expertise, business analysis, and AI innovation to build personalized and efficient experiences across digital and assisted channels.

Key Responsibilities

Analyze and map complete end-to-end customer journeys across multiple channels.
Spot customer pain points, friction areas, and potential spots for AI-driven improvements.
Define future-state AI-enabled customer experiences and journey enhancements.
Collaborate with Product Owners, UX teams, Data Scientists, and Engineering teams to launch customer-centric AI solutions.
Build journey metrics, success measures, and value tracking frameworks.
Lead customer experience transformation projects from concept through implementation.
Support business case development for AI-enabled customer engagement initiatives.
Lead stakeholder workshops and customer journey discovery sessions.
Maintain alignment between customer experience strategy and business goals.

Requirements

Bring eight or more years of experience in Customer Journey Management, Customer Experience, Product Management, Business Analysis, or Digital Transformation.
Demonstrate strong experience in customer journey mapping and service design.
Show direct experience working on AI, automation, conversational AI, or digital customer experience initiatives.
Possess strong stakeholder engagement and communication abilities.
Demonstrate the capability to independently drive workshops and solution discussions.
Exhibit strong analytical and problem-solving skills.
Have practical experience working in Agile delivery environments.

Nice to Have

Background in Banking, Lending, Cards, Mortgages, or Consumer Banking.
Knowledge regarding 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.

Skills and Tools

Customer journey mapping
Service design
Artificial intelligence and automation
Conversational AI
Generative AI and LLMs
Agile delivery

About the Company

Capco, a Wipro company, operates as a global technology and management consulting firm with a presence spanning thirty-two cities globally. The organization supports more than one hundred clients in banking, financial, and energy sectors. Recognized for deep transformation execution and delivery, the firm values diversity, inclusivity, and creativity while providing a tolerant open culture without forced hierarchy.

How to Apply

Interested candidates should apply directly on the official Capco careers page.

Skills and tech stack

AIConversational AIGenerative AILLMsAgentic AIAutomation

Questions candidates ask

What is the location of the AI Customer Journey Manager role?

The position is located in India, specifically in Bengaluru, Hyderabad, and Chennai.

How many years of experience are required for this position?

Candidates must have eight or more years of experience in Customer Journey Management, Customer Experience, Product Management, Business Analysis, or Digital Transformation.

Who will the AI Customer Journey Manager collaborate with?

The role partners with Product Owners, UX teams, Data Scientists, and Engineering teams to deliver customer-centric AI solutions.

What industry background is preferred for applicants?

Preferred backgrounds include experience in Banking, Lending, Cards, Mortgages, or Consumer Banking.

Is company information provided about Capco?

Capco is a Wipro company and a global technology and management consulting firm serving clients across banking, financial, and energy sectors in 32 cities globally.

Ready to apply?

The application is on the official Capco careers page.

Apply on company site