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FBS - CX Journey Owner

1 hour, 44 minutes ago
Mexico, Brazil
Full-time
Mid Level
Product Owner
Product Management
Apply Now
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised
View All Jobs 34

Description

  • Own and evaluate end-to-end customer journeys, identifying customer needs, behaviors, pain points, and improvement opportunities.
  • Create and maintain customer journey maps and supporting documentation using human-centered design principles.
  • Partner with business, design, marketing, analytics, technology, and assigned squads to define current- and future-state experiences.
  • Gather and analyze customer feedback and data, identify trends, and recommend CX roadmaps and strategies.
  • Monitor initiative outcomes after launch and drive continuous customer experience optimization.
  • Track journey performance using KPIs, OKRs, rNPS, tNPS, and other relevant measures.
  • Define customer needs, recommend process improvements, identify integration points, and coordinate project scope, timelines, and deliverables.
  • Connect customer needs to opportunities across campaigns, sales, digital experiences, and other business initiatives.
  • Act as a thought partner to help stakeholders adopt customer-centric approaches.

Requirements

  • 3+ years of experience in Customer Experience, customer journey mapping, or applying human-centered design principles.
  • Strong understanding of customer experience, journey ownership, journey mapping, and continuous improvement.
  • Strong analytical and strategic thinking, with the ability to translate insights into actionable recommendations.
  • Business acumen and ability to connect CX initiatives to business objectives and impact.
  • Strong verbal, written, presentation, and interpersonal communication skills.
  • Demonstrated ability to collaborate with and influence cross-functional stakeholders.
  • Project management skills, including coordinating priorities, stakeholders, activities, and timelines.
  • Working knowledge of analytics platforms, journey-mapping systems, CRM systems, and project management tools.
  • General understanding of digital product, design, and technology environments, including collaboration with designers and developers.
  • High school diploma or equivalent required; bachelor’s degree preferred.
  • Insurance or financial services experience preferred.
  • Ability to work effectively as an individual contributor and fluency in English required.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package, including private health insurance.
  • Pension plan.
  • Paid time off.
  • Flexible remote and/or office-based work arrangements.
  • Career development, training, and professional development opportunities.
  • Inclusive work culture within a globally recognized insurance group.

Interested in this position?

Apply directly on the company website

Apply Now

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