About

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Role Overview

We are looking for an experienced Customer Journey Manager AI with 8+ years of expertise at the intersection of customer experience (CX), journey orchestration, and artificial intelligence. In this role, you will design, optimize, and scale end-to-end customer journeys powered by predictive AI, conversational agents, and machine learning models to drive customer engagement, retention, and lifetime value.

Key Responsibilities

- AI-Driven Journey Orchestration: Map, design, and optimize omnichannel customer lifecycle stages (acquisition, onboarding, retention, and advocacy) leveraging AI personalization and predictive analytics.

- Intelligent Automation: Implement and optimize conversational AI, chatbots,



and automated workflows to reduce friction and improve customer resolution times.

- Data & Behavioral Analysis: Leverage customer data platforms (CDP), analytics tools, and AI/ML insights to identify drop-off points, churn risks, and next-best-action (NBA) recommendations.

- Cross-Functional Collaboration: Partner closely with Product, Data Science, Marketing, and Engineering teams to integrate AI models into customer touchpoints.

- Experimentation & KPI Tracking: Design A/B and multivariate tests to validate AI-driven interventions; track and report on core metrics such as NPS, CSAT, retention rates, and conversion rates.

Key Requirements

- Experience: 8+ years in customer journey mapping, CX strategy, product management, or digital marketing automation, with a strong focus on AI/ML integration.

- AI & CX Expertise: Hands-on experience with predictive analytics, recommendation engines, generative AI applications for CX, or conversational AI platforms.

- Tool Proficiency: Familiarity with customer analytics/journey orchestration platforms (e.g., Salesforce Marketing Cloud/Interaction Studio, Braze, Adobe Experience Platform, Segment) and BI tools.

- Analytical Mindset: Proven ability to translate complex data and AI model outputs into actionable customer experience enhancements.

- Leadership & Communication: Solid stakeholder management skills with a track record of driving cross-functional projects.

📌 Customer Journey Manager – AI (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India