# FBS Customer Experience Product Manager

**Company**: Capgemini
**Location**: Pune, Maharashtra
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Consulting
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/wngXBGNHiynMbibPgMUqGs/hybrid-fbs-customer-experience-product-manager-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_345bf5e2-6f3

## Description

The CAS (Customer Agent Solutions) Digital Service Operations team manages the E2E digital service operations for all digital channels. As a Digital Product Operations Manager, you will 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.

Responsibilities:

- 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.

Experience & Education 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.

- 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.

Other Critical Skills:

- 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.

Software / Tool Skills:

- Experience with AI/ML or data intelligence platforms (e.g., Azure ML, AWS SageMaker, Google Vertex AI,basic exposure acceptable).

- Hands‑on familiarity with GenAI copilots, prompt engineering concepts, or LLM‑based experience analysis tools.

- Experience interpreting insights from NLP, AI‑powered text analytics, or conversational AI systems.

- Hands on experience with user Feedback/Data analysis tools – Qualtrics, Fullstory, Mixpanel etc.

- Good proficiency or practical experience of A/B Testing tools.

- Agile tools such as Jira, Rally etc.

- Understanding of Contact center and CMS tools.

- Excel - Intermediate/Advanced. Proficiency in Microsoft 365

- Power BI (Highly Preferred)

## Skills

### Required
- Digital Performance monitoring
- Data analytics & visualization
- Predictive Analytics & Infrastructure scaling
- Crash/Anomaly Detection
- Bundle Optimization

### Nice to have
- GenAI tools
- conversational AI platforms
- AI‑assisted productivity solutions
- anomaly detection
- clustering
- predictive scoring
- AI ethics
- governance
- responsible AI frameworks

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/wngXBGNHiynMbibPgMUqGs/hybrid-fbs-customer-experience-product-manager-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)