Manager Customer Experience & Innovation Consulting

at  Publicis Sapient

Company Description
Publicis Sapient, the digital business transformation hub of Publicis Groupe, helps clients drive growth and efficiency and evolve the ways they work, in a world where consumer behavior and technology are catalyzing social and commercial change at an unprecedented pace.
With 20,000 people, across 17 countries and 53 offices around the globe, our expertise spans; technology, data sciences, consulting and creativity, combining a culture of innovation which enables us to deliver complex transformation initiatives that accelerate our clients’ businesses
Job Description
As a Manager in CX&I at Publicis Sapient, you will help our clients understand how changing customer expectations will require them to deliver new, innovative experiences, propositions, products and services. You are an eclectic thinker who can balance multiple considerations simultaneously – changing technologies, emerging business models and customer insight – to identify new opportunities for our clients.
You will be well versed in ‘design thinking’ and ‘systems thinking’, and the application of these techniques to uncover, identify and understand customer interests, motivations and behaviours, then work iteratively and collaboratively towards experiences that meet these customer needs. You will use these techniques to help map out the customer experience and the business capabilities required to deliver it across the product lifecycle from strategy to delivery and post-launch; and use design research and user testing research to iteratively test hypotheses underpinning the new experience as it evolves towards launch and beyond.

YOUR IMPACT:

• Work autonomously in the strategic ownership of larger, more complex projects from the client briefing through to final recommendations and delivery
• Feel comfortable to advocate for the customer voice from the beginning of shaping strategy to delivery to post-launch of a service/product
• Work collaboratively with all disciplines (and the client) to define how we will create customer and market insights that inspire the team and generate breakthrough solutions
• Undertake customer and marketplace research that helps strategically frame, validate or test core hypotheses, then distil this research into actionable insight
• Use ‘design thinking’ and ‘systems thinking’ 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 design / strategic artefacts - e.g. personas, as-is and future state customer journeys, service blueprints, storyboards, prototypes, user stories, etc.
• Be a strong communicator and moderator both internally and with clients, understanding different perspectives, seeking common ground and advocating customer value and business solutions
• Actively seek out thought leaders and different perspectives on industry approaches, developments and break-through methodologies
• Seek to develop your subject matter and industry expertise to confidently engage with clients around specific discipline themes and/or industry categories
• Act as a champion and advocate for customer research and insight generation techniques both internally and to a wider external audience
  Qualifications

YOUR SKILLS & EXPERIENCE:

• A strong portfolio of work demonstrating strong customer insight-driven design thinking across a diverse range of projects across the whole product lifecycle from strategy to launch
• Experience participating in novel research and development programs that iteratively identify, test and refine new and innovative propositions, products and services
• Experience with both generative and evaluative research across strategy and product delivery
• A mind set that’s open to change and to challenge – you need to be curious, consultative, self-starting, collaborative, empathetic, helpful
• Experience working in Saudi and/or UAE
• Be willing to travel at least 50% of the time in the region
  Additional Information

Please refer the Job description for details