(Senior) Manager Customer Experience & Innovation Consulting Customer Experience Strategy (all genders)

Publicis Groupe Published: December 21, 2022
Cologne, Germany
Job Type


Company Description

About Publicis Sapient

Publicis Sapient is a digital transformation partner helping established organizations get digitally enabled, both in the way they work and how 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.

As digital pioneers with 20,000 people and 53 offices worldwide, our experience spanning technology, data sciences, consulting, and customer obsession combined with our culture of curiosity and relentlessness enables us to accelerate our clients' businesses through designing the products and services their customers truly value .

Publicis Sapient is the digital business transformation hub of Publicis Groupe. 

For more information, visit publicissapient.com.

Job Description

About the Customer Experience & Innovation Team at Publicis Sapient:

  • We are a group of super-smart people with diverse skills and experiences who like solving complex challenges to create what's next across a wide range of industries from retail to energy, from automotive to financial services, from life sciences to logistics.
  • We work at the intersection of innovation in technology, business and customer experience to conceive, develop, design and deliver new experiences that will transform businesses and make life better for millions of our clients' customers.
  • We harness deep customer research, insight and understanding to identify, test and validate new opportunities, then shape them into market-defining strategy and solutions for our clients.
  • We work in a fast-paced, sprint-based environment where no two days and two challenges are the same.
  • We thrive on innovative and impactful work for our clients and ourselves.
  • We can draw upon an unrivaled depth and breadth of technical, creative and consulting capability across Publicis Sapient to shape businesses so they can meet ever-evolving customer needs.
  • We do this at scale. We make an impact.

Your impact:

  • Act as a transformational partner for clients to help clients center customer centricity and business agility in the context of digital business transformation
  • Work autonomously in the strategic ownership of larger, more complex projects or engagements - from discovery to release
  • Work closely with consulting and other capabilities to identify new value pools and maximize business value for clients
  • Apply and customize a variety of strategic frameworks and techniques to identify opportunity areas for new experience, propositions, products and services, then help converge thinking around feasible, viable and desirable solutions
  • Clarify and translate the strategic direction into priorities, objectives and a clear evaluation framework
  • Facilitate the creation of strategic artefacts - eg, personas, as-is and future state customer journeys, service blueprints etc.
  • Be a strong and convincing narrator and moderator, both internally and with clients, reconciling perspectives, finding common ground and advocating customer value and business solutions at critical moments
  • Mentor more junior staff, defining a role for them on projects, overseeing their work and guiding their development in the discipline


Your Skills & Experience:

  • An outstanding portfolio of work demonstrating strong customer insight-driven experience strategy across a diverse range of projects
  • Experience identifying, testing and refining new and innovative propositions, products and services in an iterative manner
  • Experience working collaboratively with colleagues and clients in a variety of different ways flying solo, as part of an consultancy team or co-working with the client in agile teams
  • A mindset that's open to change and challenges you need to be curious, consultative, self-starting, collaborative, empathetic, helpful, not prepared to settle for that'll do', resilient, and eager to learn
  • You are commercially minded; you can identify and pursue new opportunities to bring value to client engagements
  • You are able to see the big picture and zoom in on the details to impactful moments of the customer experience
  • You champion the customer and evidence-based insight
  • You display empathy, intellectual curiosity and openness to learn about new industries, new fields, new disciplines and are excited by change and learning
  • You are passionate about delivering meaningful experiences which positively impact the lives of our clients' customers

Additional information

Benefits of Working Here:

  • We work with cutting-edge technology which has always been part of our DNA and we want our employees to define what technologies our clients use next
  • We provide many learning opportunities to deepen your skillset and to support your professional growth
  • We offer numerous discounts on travel, cultural and leisure activities
  • We put the well-being of our people first and organize various health initiatives
  • We offer you a vibrant workplace culture with many different community events throughout the year


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