Product Manager - Customer Journey

Product Manager – Customer Journey, Modern Workplace Practice

Overview

As a Product Manager specializing in the Customer Journey pillar within the Modern Workplace practice, you will play a key role in shaping how organizations design, optimize, and transform customer experiences across digital and physical channels. This role requires a strategic mindset, deep understanding of customer journey mapping, CCaaS modernization, AI-driven automation, and Experience Analytics to drive measurable business outcomes.

You will work closely with customers, sales, and service delivery teams to define offerings, oversee portfolio execution, and ensure alignment with market demands and customer success objectives. This position blends strategic product management, solution innovation, and go-to-market execution, helping clients unlock tangible business value through customer experience transformation.

This role is ideal for a results-driven leader who thrives at the intersection of business strategy, technology innovation, and customer-centric design.

Role Location: Plano, TX

Other Focused Experience we are looking for: Workforce, Workplace or Workspace Services.

Key Responsibilities

Product Strategy & Solution Development

• Define and manage the Customer Journey portfolio offerings, including Journey Mapping, Channel-Less CCaaS, CC Modernization, Virtual Agents (AI), and Experience Analytics.
• Develop solution blueprints, service frameworks, and standard methodologies to support consistent and scalable delivery.
• Identify market trends, client needs, and technology advancements to inform offering enhancements and drive continuous innovation.
• Create journey design methodologies focused on mapping touchpoints, identifying gaps, building blueprints, and creating personas for improved customer outcomes.
• Integrate AI-powered services like Virtual Agents, Agentic Workflows, and Agent Assist into portfolio offerings.

Go-to-Market Enablement & Business Growth

• Support sales teams with portfolio positioning, client discovery, and customized solution development.
• Develop business cases, ROI models, and marketing collateral to promote Customer Journey solutions.
• Collaborate with marketing and sales enablement to drive awareness, create demand generation campaigns, and enable cross-sell opportunities.
• Partner with alliances and vendors to strengthen the ecosystem and enhance joint go-to-market initiatives.

Client Engagement & Advisory Leadership

• Participate in discovery sessions, workshops, and advisory engagements focused on Customer Journey transformation.
• Act as a trusted advisor to enterprise clients, helping align customer experience strategies with business impact goals.
• Guide client strategies for CCaaS modernization efforts, BPO unwind strategies, conversational automation, and experience analytics adoption.
• Support the delivery teams with customer journey blueprints and ongoing continuous improvement recommendations.

Cross-Functional Collaboration & Solution Execution

• Partner with delivery, presales, and innovation teams to ensure offerings are executable, scalable, and aligned with customer expectations.
• Assist in the development of delivery playbooks, accelerators, and reusable assets to drive consistency.
• Contribute to internal knowledge sharing, training, and best practices to strengthen organizational capability in Customer Journey services.
• Work closely with platform leads to ensure seamless technology integration and innovation alignment.

Technology & Market Expertise

• Maintain expertise in customer journey mapping, CCaaS technologies, AI-driven customer engagement, and experience analytics.
• Stay current with emerging trends such as Agentification, Predictive Analytics, Conversational AI, and Outcome-Driven Innovation.
• Serve as an internal and external thought leader on best practices for channel-less customer experience and digital-first engagement models.

Qualifications & Skills

Strategic & Business Acumen

• 5+ years of experience in product management, product management, or customer experience consulting.
• Proven success managing solution products in CX, contact center, or digital transformation areas.
• Ability to translate technical capabilities into business value propositions and outcomes.
• Strong understanding of customer journey mapping, CCaaS modernization, AI virtual agents, and data-driven customer analytics.

Consultative & Co