Senior Director Customer Experience & Innovation Consulting

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 65 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.

Publicis Sapient is searching for a senior CX & Innovation Consultant to join our team to sell, shape and lead strategy engagements that set the digital business transformation (DBT) agenda for clients, leading to innovative, AI-enabled, and connected offerings loved by customers. This role will participate in all phases of strategy, from context framing and value proposition definition, to the development of roadmaps, service design, and ongoing consultation. This role will also support leadership in the Strategy & Experience capability groups and go to market with mix of Consumer and Financial Services industries.

Why join us? 

Publicis Sapient helps forward-thinking organizations thrive in the brave pursuit of Next by digitally enabling the way they work and serve their customers. We’re a community of some of the world’s brightest thinkers and doers, with bold and diverse perspectives, problem-solving creativity, and restless curiosity.

What success will look like for you: 

• Cultivate and grow client business and be the champion for customer insights and strategy with clients and internal teams
• Provide senior-level consulting, planning, and leadership of DBT strategy projects
• Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
• Leverage a breadth of experience in business strategy, customer insight, market insight, product and service design thinking and technology into actionable strategy and execution that will delight and serve customers
• Advocate for customers and the “experience” in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking
• Lead point of view development in net new business, identify organic growth opportunities within projects and existing client relationships
• Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
• Facilitate meetings, sessions and workshops with sensitivity to client and team
• Ability to show the traceability and clear shaping of data and observations into actionable insights, implications, recommendations, and initiatives for our clients
• Adaptability to lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as ‘lean’ or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition
• Manage key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value, ROI and satisfaction for the client
• Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology and emerging channels–web, mobile, cognitive agents, kiosk, etc. – to complement traditional modes of service
• Contribute to thought leadership internally in the form of practice development with the global capability group; participate in the development and ongoing improvement of industry propositions and capability services through industry presentations and publishing

You’ll need these skills & experience: 

• Experience working with global Tier 1 brands in a relevant role including: experience strategist, service designer, innovation strategist, digital strategist, product manager, experience research, etc.
• Experience in Financial Services and Consumer industries (retail, travel, etc.) -- either at an agency or consulting firm, or on client side
• Acts as an Experience-focused management consultant, with demonstrated experience in DBT strategy; customer journey transformation; new proposition, product, service and business model innovation; customer value management; innovation capability building
• Extensive knowledge of, and experience with, a range of user experience methods and tools including:
  • Experience mapping/modeling
  • Customer type creation
  • Prioritization frameworks
  • Roadmap development
• Highly proficient at 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
• Led diverse teams of 5 or more people in dynamic and fast-paced and globally diverse environments
• Ability to inspire innovation and great work; oversee project execution while adopting a variety of approaches from “design thinking” to “management consulting” to “lean start-up”
• Comfortable working with UX colleagues to explore concepts and steward the clear direction of ‘experience prototypes’ to both learn via customer validation research and to inform the prioritization of a roadmap or Minimal Viable Product
• Expertise in analysis of research (and research findings) and their use in driving qualified thinking, strategy development and briefing
• Proven ability to handle large-scale, complex systems problems
• Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener
• Successful record of developing relationships with clients, colleagues and partners
• Successful record of contributing to business development and revenue generation
• A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry
• Travel required (up to 50%)
• 12+ years of experience developing strategies for new/evolved connected services and products; 6+ years project leadership experience
• Bachelor’s degree required, or equivalent military experience
• Master’s degree in design, marketing, business, social science or other relevant graduate degree is preferred

Benefits of Working Here
• Flexible vacation policy; time is not limited, allocated, or accrued
 • 16 paid holidays throughout the year
 • Generous parental leave and new parent transition program
 • Tuition reimbursement
 • Corporate gift matching program

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 [email protected] or you may call us at +1-617-621-0200.