We are looking for an experienced Customer Journey Manager to support product development by helping the Product Owner and wider product team understand, measure and orchestrate end-to-end customer journeys, with a strong focus on technology and integration across functions.
You will use customer, colleague and operational insight to inform prioritisation and design choices, continuously improve journey effectiveness, and ensure that the intended user experience or process design is accurately represented. The role requires close collaboration with Product, Experience Design and Engineering teams.
Key Responsibilities
- Build a confident understanding of the end-to-end customer journey, including the relevant competitor landscape and best-in-class standards.
- Integrate insights and knowledge from disparate data, processes and systems that are relevant to the customer journey.
- Lead the creation and maintenance of customer journey and process maps using tools such as Visio.
- Continually evaluate journey effectiveness from both customer and business perspectives, bringing external insight into the work.
- Champion a continuous improvement mindset and ensure the needs of internal and external customers remain central to journey decisions.
- Coordinate and guide cross-functional alignment across Product, Experience Design, Engineering and other relevant functions.
- Understand the wider cross-functional context and build alignment where needed to improve journey effectiveness.
- Coach, support and develop Customer Journey Managers to contribute to business objectives.
- Act as a point of escalation for Customer Journey Managers and effectively manage team performance.
- Ensure the intended user experience or process design is accurately represented throughout delivery.
What We're Looking For
- Strong experience understanding, mapping and optimising end-to-end customer journeys.
- Ability to bring together insight from multiple data sources, processes and systems and convert it into clear, actionable recommendations.
- Experience producing customer journey maps and process maps, ideally using Visio or a comparable tool.
- A customer-centric approach, with the ability to anticipate customer needs and use customer input to shape integrated, outcome-focused solutions.
- Strong critical-thinking skills and a systematic approach to defining, prioritising and solving complex problems.
- Confidence working across functional boundaries and influencing colleagues and stakeholders, including when difficult conversations are required.
- Understanding of customer data governance and compliance considerations, with a focus on using consistent data to generate insight.
- Ability to communicate a customer-centric end state aligned with wider business strategy and to drive positive change at pace.
- Inclusive leadership, active listening and empathy, with the ability to motivate and develop others.
- A collaborative, improvement-focused mindset and the credibility to act as a trusted adviser across a broad professional network.
- Customer insight and data-informed decision-making
- Customer centricity and outcome-focused design
- Critical thinking and structured problem-solving
- Journey optimisation and continuous improvement
- Cross-functional orchestration and stakeholder alignment
- Leadership, coaching and inclusive team development
- Change leadership and organisational transformation
Inclusion
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.
We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please 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 and development opportunities 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.
If your application is successful, we'll ask
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Customer Journey Manager in London employer: Wipro
At Wipro, we pride ourselves on being more than just a workplace; we are a community of innovators dedicated to transforming the future of technology. As an Endur ETRM Business Analyst, you will thrive in a supportive and inclusive environment that values work-life balance and offers flexible working options. With a competitive salary, a comprehensive benefits package, and ample opportunities for professional development, Wipro is the ideal place for you to unlock your potential and make a meaningful impact in the global Gas & Power Market.
