AI Customer Journey Manager

Overview

The Senior AI Customer Journey Manager leads the design, optimization, and transformation of end‑to‑end customer journeys using AI‑driven capabilities, ensuring personalized and efficient experiences. The role combines journey expertise, business analysis, and AI innovation to deliver measurable value.

Responsibilities

• Analyze and map end‑to‑end customer journeys across digital and assisted channels
• Identify pain points and opportunities for AI‑led improvements
• Partner with Product Owners, UX, Data Scientists, and Engineering to deliver AI solutions
• Develop journey metrics, success measures, and value‑tracking frameworks
• Facilitate stakeholder workshops and drive transformation initiatives from concept to implementation

Eligibility

• 8+ years experience in Customer Journey Management, CX, Product Management, Business Analysis, or Digital Transformation
• Hands‑on experience with AI, automation, conversational AI, or digital customer experience initiatives
• Proven ability to work in Agile delivery environments

Skills