# FBS Customer Experience Product Manager

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

**Apply**: https://jobs.workable.com/view/3ATK6bMnNh42MtZTfvUHMj/hybrid-fbs-customer-experience-product-manager-in-hyderabad-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_850b2b8d-560

## 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.

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.

- Experience working with AI/ML‑driven platforms or analytics tools (e.g., customer behavioral modeling, NLP pipelines, predictive analytics).

Benefits:

- Competitive compensation and benefits package:

- Competitive salary and performance-based bonuses

- Comprehensive benefits package

- Career development and training opportunities

- Flexible work arrangements (remote and/or office-based)

- Dynamic and inclusive work culture within a globally renowned group

- Private Health Insurance

- Pension Plan

- Paid Time Off

- Training & Development

## Skills

### Required
- Digital Performance monitoring
- Data analytics & visualization
- Predictive Analytics & Infrastructure scaling
- Crash/Anomaly Detection
- Bundle Optimization
- AI/ML-driven platforms
- Analytics tools
- GenAI tools
- Conversational AI platforms
- AI-assisted productivity solutions

### Nice to have
- Power BI
- Tableau
- Microsoft Excel
- Qualtrics
- Mixpanel
- Fullstory
- Jira
- Rally

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/3ATK6bMnNh42MtZTfvUHMj/hybrid-fbs-customer-experience-product-manager-in-hyderabad-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)