AI Customer Journey Manager

India - Bengaluru · India - Chennai · India - Hyderabad · 8+ years experience · Posted Oct 6, 2026

At a glance

“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 across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery.

The AI Customer Journey Manager will lead the design, optimization, and transformation of customer journeys by leveraging AI-driven capabilities. This role integrates customer journey expertise, business analysis, and AI innovation to deliver personalized and efficient customer interactions.

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.

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.

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.