Senior Associate 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 Senior Associate in Customer Experience & Innovation Consulting, you will play a key role in shaping customer-centric strategies and driving innovation for our clients. You will work with cross-functional teams to develop and implement customer experience (CX) strategies that enhance engagement, loyalty, and business growth. Your expertise in customer insights, journey mapping, and digital transformation will help organizations deliver exceptional experiences that differentiate them in the market.

Your Impact

• Collaborate with clients to define and implement customer experience strategies that align with business goals.
• Lead customer research, persona development, and journey mapping to identify pain points and opportunities for improvement.
• Develop and execute customer experience transformation roadmaps, ensuring seamless integration of digital and physical touchpoints.
• Work with cross-functional teams to design and optimize customer interactions across all channels, including web, mobile, and in-store experiences.
• Utilize data and analytics to measure the impact of customer experience initiatives and drive continuous improvement.
• Stay ahead of industry trends and emerging technologies to recommend innovative solutions that enhance customer engagement.
• Act as a trusted advisor to clients, providing thought leadership on customer experience best practices and strategies.

Skills & Experience

• 5+ years of experience in customer experience strategy, management consulting, or a related field.
• Strong understanding of customer journey mapping, service design, and experience strategy.
• Experience working with digital transformation initiatives and omnichannel customer experiences.
• Proficiency in customer experience tools such as Adobe Experience Cloud, Qualtrics, or Medallia.
• Ability to analyze customer data, conduct usability testing, and translate insights into actionable recommendations.
• Excellent communication and stakeholder management skills, with the ability to influence senior leadership.

Set Yourself Apart With

• Certifications in CX strategy, design thinking, or service design.
• Experience in industries such as retail, financial services, or healthcare.
• Knowledge of AI-driven personalization and automation in customer experience.

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