Customer Journey Manager

Wipro’s dynamic approach to people, process, and technology has led them to be an industry leader for decades. Additionally, since 2006, Wipro has helped companies power their business with the cloud. We provide professional services that help enterprises move faster, rethink processes and change their employees' work. We are seeking a Customer Journey Manager to work in the UK on a fixed term contract basis.

The CJM plays a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.

The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness. This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented.

• Confidently understands end to end journey and relevant competitor landscape/best in class standards
• Independently integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey
• Leads on Customer Journey and process maps (e.g. Visio)
• Continually evaluates the effectiveness of the journey from a customer and business perspective, bringing external insights to the work
• Role models a continuous improvement mindset
• Coordinates and provides guidance for cross functional alignment on journeys
• Understand cross-functional context and build alignment as needed
• Displays leadership characteristics in line with the business’s core values
• Coaches, supports and develops customer journey managers to achieve personal and business objectives
• Acts as a point of escalation for customer journey managers
• Effectively manages team performance

• Strategic thinker with the ability to convert complex problems into innovative solutions, particularly in systems design, for broader journey transformation.
• Great leadership and coaching skills, with experience leading in a matrixed environment and delivering through others
• Great influencing and senior stakeholder management skills, with experience delivering in cross-functional, matrixed environments involving multiple stakeholders.
• Expertise in customer journey mapping and design thinking methodologies, collaborating closely with Journey Design Leads to produce high-quality journey artefacts.
• Skilled in developing future state strategies for multi-channel customer journeys.
• Good commercial acumen, understanding how exceptional customer experiences drive positive business outcomes.
• Experience using customer data, market insights, and competitor analysis to identify opportunities and shape strategic customer journey development.

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. And we’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our talent acquisition team who will be happy to support you.

With Wipro you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve. 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. Just so you know: if your application is successful, we’ll ask you to complete a Background Verification check (BGV).