Manager CX

Why This Role Matters

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.

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Job DescriptionWhy This Role Matters

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.

Where You'll Make an 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.

What You'll Bring to the Team

• Significant 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.

Additional Experience We Value

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

Additional InformationWhat You ll Get in Return

• Be at the forefront of digital transformation.
• "Plugged" into a truly global organization with a start-up mindset.
• Career growth and training opportunities.
• A collaborative, agile and diverse regional team.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance.

The gross annual base salary range for this position is €55.300-€70.000. This reflects the range we reasonably expect to pay and excludes variable pay and benefits. Individual pay within the range is determined by objective, non-discriminatory criteria - relevant skills, experience and demonstrated expertise - assessed consistently during the hiring process. The salary range indicated is valid at the time of publication of the job posting; the company reserves the right to update it.

Company DescriptionAbout Publicis Sapient

Most companies in the AI era do one of two things: they advise, or they sell you a tool. We do both.