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FBS - Lead CX Journey Owner

3 days, 12 hours ago
Mexico, Brazil
Full-time
Lead
Product Designer (UI/UX)
Project and Program Management
CRM
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
5001+
Founded 1967
$93M raised
View All Jobs 6

Description

  • Own customer journey areas from strategy through performance outcomes.
  • Analyze end-to-end customer journeys and lead mapping for complex journeys.
  • Synthesize customer feedback into actionable recommendations for senior leaders.
  • Lead cross-functional journey improvement projects, including stakeholder management and cost-benefit analysis.
  • Track KPIs, OKRs, rNPS, and tNPS to drive continuous journey improvement.
  • Align journey strategies with business objectives and partner with project teams and senior leaders.
  • Serve as a customer journey subject matter expert and coach less experienced team members.

Requirements

  • Bachelor’s degree.
  • 7+ years of experience in customer experience management, journey mapping, and human-centered design.
  • Fluent English.
  • Strong communication and presentation skills, including with senior leaders.
  • Advanced analytical and business/P&L skills.
  • Strong project management skills.
  • Working knowledge of CRM, journey-mapping, analytics, and project management tools.
  • Valid local legal authorization to work in the country of employment; work authorization sponsorship is not provided unless explicitly stated.
  • Ability to comply with the company’s exclusivity-of-employment and conflict-of-interest policies.

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 and training opportunities.
  • Inclusive work culture within a global insurance group.

Interested in this position?

Apply directly on the company website

Apply Now

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