Senior Manager Customer Experience & Innovation Consulting

Company description

As a digital business transformation partner, we’ve spent nearly three decades utilizing the disruptive power of technology and ingenuity to help digitally enable our clients' businesses in their pursuit of next. Always through radical customer centricity and an outside-in mindset. We’ve built a history of digital firsts… - we helped a bank launch the world’s first internet banking offering - enabled an airline to become the first to allow online check-in and seat selection - launched the first online share trading platform - created the first secure transaction for money online And today, we’re still doing the same. We partnered with Marriott to launch an attacker brand during the pandemic to disrupt Airbnb, and in AsiaPacific we have created a Joint Venture with Siam Commercial Bank called SCB Tech X to usher in a new era of Financial Services for customers across Asia. We bring a startup mindset and agile methods to both established companies and the public sector to unlock value in ways that delight their customers and improve their operational effectiveness. Our approach to transformation is built from outside-in, challenging conventions with deep consumer understanding and uniquely fusing strategy and design, data science and engineering with an enduring culture of creative problem-solving.

Overview

As a Senior Manager within the Customer Experience & Innovation (CX&I) Consulting team, you will help deliver experience and innovation strategy projects across the Nordics region. Based in Copenhagen, this role will involve collaboration with regional leaders and teams across capabilities, and will include travel within the region. You will work at the intersection of strategy and design, helping clients identify customer-led opportunities, define innovative propositions, and guide cross-functional teams to deliver tangible business outcomes. You will play a key role in delivery, client engagement, and people development while contributing to Publicis Sapient’s broader Experience & Innovation capability.

Responsibilities

• Lead the delivery of customer experience and innovation engagements across the Nordics.
• Collaborate with strategy, product, engineering, and data teams to define and deliver experience-led transformation initiatives.
• Support client relationship development and contribute to business development activities such as proposals and workshops.
• Apply service design and design thinking to define customer journeys, opportunities, and value propositions.
• Coach and mentor junior team members within the CX&I team.
• Stay on top of market and customer trends to inspire internal teams and clients.

Qualifications

• 8+ years of experience in customer experience, innovation, or service design, ideally within a consultancy or digital firm.
• Strong research and analytics foundation with the ability to uncover customer insights and translate them into strategic recommendations.
• Experience in delivering transformation programs with cross-functional teams.
• Solid understanding of design thinking and service design practices.
• Comfortable working with technology-enabled experiences and agile delivery methods.
• Strong communication and collaboration skills across stakeholders at all levels.
• Fluent in English (Danish language skills are a plus).
• Willingness to travel regionally as needed.

Additional information

• Familiarity with the Nordic market and consumer behavior.
• Experience working with clients in sectors such as retail, consumer products, or B2B.
• Ability to articulate a commercial case for customer experience improvements.
• Exposure to product and engineering collaboration within agile frameworks.