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Customer Service
Lead Customer Journey Owner
@Capgemini
[Hiring] Lead Customer Journey Owner @Capgemini
Mar 21, 2025 - Capgemini is hiring a remote Lead Customer Journey Owner. 💸 Salary: competitive salary and performance-based bonuses. 📍Location: Mexico.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This position owns multiple customer journey areas end-to-end and holds decision authority for their performance.
- Leads initiatives to enhance journey effectiveness and customer satisfaction by applying human-centered design principles.
- Manages collaborative relationships with stakeholders, including project teams and senior and executive leadership, to ensure implementation of journey strategies that align with broader business objectives.
- Operates as an individual contributor with significant autonomy while leveraging broad expertise to deliver customer journey initiatives across functions.
- Analyzes Customer Journeys: Evaluates behaviors, motivations, and pain points to identify customer needs and improvement opportunities.
- Creates Journey Maps: Designs complex journey maps using human-centered design principles to support optimization and ensure consistency.
- Synthesizes Feedback: Aggregates customer feedback from various areas to identify trends, prioritize improvements, and reflect the voice of the customer.
- Develops Actionable Recommendations: Transforms insights into recommendations for senior stakeholders, shaping customer experience strategies and roadmaps.
- Leads Improvement Projects: Defines customer needs, recommends process improvements, and collaborates with stakeholders to align efforts and drive execution.
- Measures Journey Quality: Uses KPIs, OKRs, rNPS, tNPS, and other metrics to assess performance and provide insights for continuous improvement.
- Aligns with Business Objectives: Strategically aligns customer experience improvements with broader business goals to achieve key performance targets.
- Optimizes Customer Experience: Influences and drives optimization efforts through subject matter expertise and strong journey ownership.
- Mentors Team Members: Acts as a resource for mentoring and coaching less experienced colleagues, promoting peer learning and team development.
- Stays Updated: Advances expertise in customer experience and journey ownership, keeping up with trends, tools, and best practices.
Qualifications
- Bachelor's Degree
- +7 years of experience in customer experience management, journey mapping, and applying human-centered design principles.
- Experience developing communication plans to align messages to audiences, determined ideal sequencing of communications and leverages appropriate communication vehicles.
- Customer experience management
- Applying human-centered design principles
- Excellent communication skills to manage different type of stakeholders
- Data Analysis
- Experience coaching and maturing teams
Requirements
- Software or Technical Skills
- Microsoft - able to create and develop executive level PPTs
- CX journey mapping tools is a plus
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
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| 📍 | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
competitive salary and performance-based bonuses
|
Remote
Location
Mexico
|
|
Job Type
contract
|
Posted
Mar 21, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Mexico |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
