Wipro
Customer Journey Manager
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About the Role
We are looking for an experienced Customer Journey Manager to support product development by helping the Product Owner and wider product team understand, measure, and orchestrate end-to-end customer journeys, with a strong focus on technology and integration across functions.
You will use customer, colleague, and operational insight to inform prioritization and design choices, continuously improve journey effectiveness, and ensure that the intended user experience or process design is accurately represented. The role requires close collaboration with Product, Experience Design, and Engineering teams.
Key Responsibilities
- Build a confident understanding of the end-to-end customer journey, including the relevant competitor landscape and best-in-class standards.
- Integrate insights and knowledge from disparate data, processes, and systems that are relevant to the customer journey.
- Lead the creation and maintenance of customer journey and process maps using tools such as Visio.
- Continually evaluate journey effectiveness from both customer and business perspectives, bringing external insight into the work.
- Champion a continuous improvement mindset and ensure the needs of internal and external customers remain central to journey decisions.
- Coordinate and guide cross-functional alignment across Product, Experience Design, Engineering, and other relevant functions.
- Understand the wider cross-functional context and build alignment where needed to improve journey effectiveness.
- Coach, support, and develop Customer Journey Managers to contribute to business objectives.
- Act as a point of escalation for Customer Journey Managers and effectively manage team performance.
- Ensure the intended user experience or process design is accurately represented throughout delivery.
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What We’re Looking For
- Strong experience understanding, mapping, and optimizing end-to-end customer journeys.
- Ability to bring together insight from multiple data sources, processes, and systems and convert it into clear, actionable recommendations.
- Experience producing customer journey maps and process maps, ideally using Visio or a comparable tool.
- A customer-centric approach, with the ability to anticipate customer needs and use customer input to shape integrated, outcome-focused solutions.
- Strong critical-thinking skills and a systematic approach to defining, prioritizing, and solving complex problems.
- Confidence working across functional boundaries and influencing colleagues and stakeholders, including when difficult conversations are required.
- Understanding of customer data governance and compliance considerations, with a focus on using consistent data to generate insight.
- Ability to communicate a customer-centric end state aligned with wider business strategy and to drive positive change at pace.
- Inclusive leadership, active listening, and empathy, with the ability to motivate and develop others.
- A collaborative, improvement-focused mindset and the credibility to act as a trusted adviser across a broad professional network.
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Core Capabilities
- Customer insight and data-informed decision-making
- Customer centricity and outcome-focused design
- Critical thinking and structured problem-solving
- Journey optimization and continuous improvement
- Cross-functional orchestration and stakeholder alignment
- Leadership, coaching, and inclusive team development
- Change leadership and organizational transformation
Inclusion
At Wipro, we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working.
We’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please speak to our talent acquisition team, who will be happy to support you.
Your Benefits
With Wipro, you will receive a competitive salary, a generous benefits package, and training and development opportunities to help you improve.
Equal Opportunities
Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.
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