Manager Customer Experience & Innovation Consulting

Company description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Overview

As a Manager in Customer Experience & Innovation Consulting, you will play a key role in shaping and delivering customer experience strategies that drive business growth and innovation. You will work with cross-functional teams to develop and implement customer-centric solutions, leveraging data, technology, and human-centered design to create seamless and engaging experiences.

Your Impact

• Lead customer experience strategy engagements, working with clients to define their vision, goals, and roadmap for delivering exceptional experiences.
• Develop and implement customer journey maps, service blueprints, and experience frameworks to guide transformation initiatives.
• Collaborate with business, design, and technology teams to align customer needs with digital solutions and operational improvements.
• Leverage customer data, analytics, and research to identify pain points and opportunities for innovation.
• Drive the adoption of customer experience best practices, ensuring consistency across touchpoints and channels.
• Manage and mentor a team of consultants, providing guidance on strategy, design, and execution.
• Partner with senior stakeholders to influence decision-making and secure buy-in for customer experience initiatives.
• Stay ahead of industry trends and emerging technologies to continuously enhance customer experience offerings.

Skills & Experience

• Experience in customer experience strategy, management consulting, or digital transformation.
• Strong understanding of customer journey mapping, service design, and experience strategy.
• Proven ability to lead and deliver complex customer experience projects, working with cross-functional teams.
• Experience in customer research, usability testing, and data-driven decision-making.
• Strong analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Excellent communication and stakeholder management skills, with experience working with C-level executives.
• Proficiency in customer experience tools and methodologies, such as CX platforms, design thinking, and agile frameworks.

Set Yourself Apart With

• Certifications in customer experience, service design, or design thinking.
• Experience in industries such as retail, or consumer products.
• Knowledge of emerging technologies (AI, automation, personalization) and their impact on customer experience.
• Background in change management and organizational transformation.

Additional information

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hiring@publicis.sapient.com