Job Details
**Senior Manager, Customer Experience & Innovation Consulting**
* 40 Water St, Boston, MA 02109, USA
* Full-time
**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.
**Job Description**
Publicis Sapient is searching for a Senior Manager Customer Experience & Innovation Consultant to join our team to sell, shape and support digital business transformation (DBT), or service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategyeither for an enterprise or specific to a product or servicefrom context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation. This role will sit in the North American Strategy & Consulting capability group and have the opportunity to support multiple industry teams.
Publicis Sapient helps forward-thinking organizations thrive in the brave pursuit of Next by digitally enabling the way they work and serve their customers. Were a community of some of the worlds brightest thinkers and doers, with bold and diverse perspectives, problem-solving creativity, and restless curiosity.
**What success will look like for you:**
Articulate and frame a clients customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
Leverage a breadth of experience in product innovation, service design thinking and customer research, supported by business strategy and technology into integrated and actionable strategy and execution that will delight and serve customers, bridging strategy concepts to designed products and services
Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channelsweb, mobile, social, chat, voice, kiosk, etc. to compliment traditional modes of service
Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
Facilitate meetings and workshops with sensitivity to client and team needs
Ability to show the traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients
Help to plan, estimate, and manage a track of work (including other individuals) in accordance with budget, deliverables and quality standards while demonstrating measurable value and satisfaction for the client
Help to grow the businessboth in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams
As part of career growth, supervise and nurture junior team members
As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through presentations and publishing
**Youll need these experience, skills & attributes:**
Experience working with globally recognized and clients across different categories, or notable, exceptional work with mid-sized organizations
Experience with a range of customer experience strategy approaches, e.g. customer research and modeling, service design, new product innovation and value proposition development, prioritization methods, business case development, road-mapping, etc.
Highly proficient with experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
Experience bridging digital and non-digital products and services
Led diverse project/product teams (or tracks within teams) in dynamic and fast-paced and globally diverse environments
Proven experience working and feeling comfortable in a multi-disciplinary team environment of strategists, design, engineers, product managers and clients
Strong attention to detail and ability to partner with clients and internal teams
Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
Willingness to contribute to new business development and revenue generation
A self-starter with an entrepreneurial spirit
Post-Covid, travel assumed (50%)
**Set yourself apart:**
Understanding of Agile approaches and tools
Understanding of modern product management-based organizational models
Differentiated experience in a service-based industry (retail, financial services, healthcare, insurance, etc.)
**Career Level:**
5-8 years of experience developing strategies for connected services and products
**Education**
Bachelors and Masters degrees in design, business, marketing, or equivalent military experience preferred, though professional experience prioritized
**Qualifications**
Qualifications Description
**Additional Information**
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 ...@publicissapient.com or you may call us at +1-617-###-####.
**Job Location**
Senior Manager, Customer Experience & Innovation Consulting
* 40 Water St, Boston, MA 02109, USA
* Full-time