Analyze and map end-to-end customer journeys across digital and assisted channels.
Identify customer pain points, friction areas, and opportunities for AI-led improvements.
Define future-state AI-enabled customer experiences and journey enhancements.
Partner with Product Owners, UX teams, Data Scientists, and Engineering teams to deliver
Develop journey metrics, success measures, and value tracking frameworks.
Drive customer experience transformation initiatives from concept through implementation.

🎯 Requirements

8+ years of experience in Customer Journey Management, Customer Experience (CX), Product
Strong experience in customer journey mapping and service design.
Experience working on AI, automation, conversational AI, or digital customer experience initiatives.
Strong stakeholder engagement and communication skills.
Ability to independently drive workshops and solution discussions.
Strong analytical and problem-solving capabilities.

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