Lead Customer Journey Owner - Remote

Overview

Capgemini is seeking a highly motivated and detail-oriented Lead Cx Journey Owner for a top 10 US Insurance Carrier.

In Short

• Owns multiple customer journey areas end-to-end.
• Enhances journey effectiveness and customer satisfaction.
• Manages relationships with project teams and leadership.
• Evaluates customer behaviors and identifies improvement opportunities.
• Designs complex journey maps using human-centered design principles.
• Aggregates customer feedback to identify trends.
• Transforms insights into actionable recommendations.
• Defines customer needs and recommends process improvements.
• Uses KPIs and other metrics to assess journey quality.
• Mentors and coaches less experienced colleagues.

Requirements

• Experience in customer journey management.
• Strong understanding of human-centered design.
• Ability to analyze customer feedback and data.
• Excellent communication and stakeholder management skills.
• Experience with KPIs and performance metrics.
• Leadership and mentoring experience.
• Ability to work autonomously and collaboratively.
• Up-to-date with trends in customer experience.

Benefits

• Opportunity to work with a leading insurance carrier.
• Collaborative work environment.
• Professional development and mentorship.
• Access to industry best practices and tools.
• Competitive compensation package.