Hybrid Customer Experience Product Manager

at Capgemini

• Job title: Customer Experience Product Manager
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Tableau
• Location requirements: Hybrid, Hyderabad, India

About the role

• Customer Experience Product Manager overseeing digital operations and AI integration for improved customer experiences. Leading cross-functional teams to enhance service delivery and operational performance.

Responsibilities

• Oversee end-to-end digital service operations across customer and agent journeys, partnering with Product, Technology, and Architecture teams to ensure smooth delivery of features, fixes, and enhancements.
• Define and monitor KPIs such as experience scores, CSAT, FCR, and system uptime to track digital performance across various digital channels.
• Drive real-time customer and agent experience tracking, identify friction points, and lead UX improvement initiatives backed by data analysis and user feedback.
• Manage critical defects and high-priority escalations by coordinating with stakeholder teams to ensure rapid and accurate resolution.
• Build and maintain real-time dashboards to surface trends, generate insights, and inform leadership decisions; leverage tools such as Qualtrics, Mixpanel, and Fullstory etc.
• Use customer and partner research to strengthen analytical capabilities, identify market trends, and recommend customer experience enhancements.
• Partner with data science, analytics, and engineering teams to embed AI-driven insights into digital operations, enabling proactive issue detection and resolution.
• Apply AI-based predictive models to forecast demand, detect patterns, and inform operational and resource planning.
• Evaluate and operationalize AI copilots, GenAI assistants, and automation tools to streamline agent workflows and improve customer self-service.
• Promote responsible AI through governance, transparency, bias monitoring, explainability, and data privacy practices.
• Lead GenAI-powered experiments that include personalized content, conversational experiences, and journey-level optimizations.
• Support AI-driven journey analytics using NLP, clustering, sentiment analysis, and behavioral modeling to improve customer understanding.

Requirements

• Overall experience >8 years, 5+ years’ experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
• 6+ years of combined experience required in analytics, performance reporting, and/or process improvement.
• Advanced project and process management experience. Agile preferred.
• Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related field.
• Master’s degree preferred in Management, Analytics, Artificial Intelligence.
• Experience working with AI/ML driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics).
• Background or coursework in AI, machine learning, data science, or human centered AI preferred.
• Demonstrated ability to translate technical AI concepts into business language for non technical stakeholders.
• Availability to work in PST time zone.
• Familiarity with GenAI tools, conversational AI platforms, and AI assisted productivity solutions.
• Ability to interpret outputs from models using techniques such as anomaly detection, clustering, and predictive scoring.
• Strong understanding of AI ethics, governance, and responsible AI frameworks.
• Comfortable working in environments where AI driven decision automation informs prioritization and operational strategies.
• Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel. Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
• Strong verbal communication and listening skills. Strong business acumen, with effective written and verbal communication skills.
• Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders. Ability to manage multiple projects with tight deadlines effectively with cross functional teams.