# FBS - CX Journey Owner

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

**Apply**: https://jobs.workable.com/view/ruFBeEzkKwZzbVSXRVcTAr/remote-fbs---cx-journey-owner-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_be614684-352

## Description

As a CX Journey Owner, you'll help shape and continuously improve end-to-end customer experiences. You'll partner across business, design, marketing, analytics, and technology teams to understand customer behaviors and pain points, build meaningful journey maps, and turn data and customer insights into actionable opportunities.

Responsibilities:

- Own and evaluate end-to-end customer journeys, identifying customer needs, behaviors, pain points, and opportunities for improvement.

- Create and maintain customer journey maps and supporting documentation using human-centered design principles.

- Partner with cross-functional teams and assigned squads to define current and future-state experiences and translate insights into actionable improvements.

- Gather and analyze customer feedback and data, identify trends, and turn findings into clear recommendations for CX roadmaps and strategies.

- Stay engaged after initiatives launch, helping monitor results and drive continuous optimization of the customer experience.

- Track journey effectiveness using performance measures such as KPIs, OKRs, rNPS, tNPS, and other relevant metrics, connecting CX improvements with broader business objectives.

- Support CX initiatives by defining customer needs, recommending process improvements, identifying integration points, and collaborating with stakeholders on project scope, timelines, and deliverables.

- Use analytical thinking and business insight to connect customer needs with opportunities related to campaigns, sales, digital experiences, and other business initiatives.

- Act as a collaborative thought partner, helping stakeholders understand and adopt customer-centric approaches.

Requirements:

- 3+ years of experience in Customer Experience, customer journey mapping, and/or related experience applying human-centered design principles.

- Strong understanding of Customer Experience, journey ownership, journey mapping, and continuous improvement.

- Strong analytical and strategic mindset, with the ability to interpret data, connect insights, and translate findings into actionable recommendations.

- Solid business acumen and ability to connect CX initiatives with business objectives and impact.

- Strong verbal, written, presentation, and interpersonal communication skills.

- Demonstrated ability to collaborate with and influence cross-functional stakeholders.

- Project management skills, including the ability to coordinate activities, priorities, stakeholders, and timelines.

- Working knowledge of analytics platforms, journey-mapping systems, CRM systems, and project management tools.

- General understanding of digital product/design and technology environments, with the ability to collaborate effectively with designers and developers.

- Bachelor's degree preferred; high school diploma or equivalent required.

- Experience in insurance or financial services is preferred.

- Ability to work effectively as an individual contributor.

- Fluent English required.

Benefits:

- 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
- Customer Experience
- customer journey mapping
- human-centered design principles
- analytical thinking
- strategic mindset
- project management
- analytics platforms
- journey-mapping systems
- CRM systems

### Nice to have
- insurance
- financial services

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/ruFBeEzkKwZzbVSXRVcTAr/remote-fbs---cx-journey-owner-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)