Manager Customer Experience & Innovation Consulting - Specialist, Travel Industry

Company description

About Publicis Sapient

Most companies in the AI era do one of two things: they advise, or they sell you a tool. We do both. Publicis Sapient is a technology company that provides enterprise AI platforms and services, which means we build our own AI platforms and bring the strategists, product thinkers, designers and engineers who make them work inside the world's most complex businesses. It is where people and products shape the future of enterprise, and where your ideas actually reach the organizations that run the world. If you want to question how things are done, learn continuously and do the best work of your career alongside 20,000 people across 28 countries, you're in the right place. Come build with us.

Our Commitment to Inclusive Hiring 

We are committed to fostering and encouraging an inclusive and welcoming environment for everyone and we believe great talent comes from many different backgrounds, experiences, and perspectives. That is why we are committed to creating a hiring process where everyone has an equal opportunity to succeed and feel safe. We welcome applications from all backgrounds and identities including: race, ethnicity, nationality, gender, disability, sexual orientation, gender identity, or religion and value the diverse experiences, perspectives, and strengths they bring to our teams.

If there is anything we can do to make our recruitment process more accessible or comfortable for you, please let us know. We are happy to provide reasonable adjustments throughout the application and interview process. You can contact us anytime at [email protected].

Your Safety Matters To Us

At Publicis Sapient, we are committed to protecting candidates throughout every step of their journey with us. To help you stay safe from recruitment scams, please remember that our recruiters will only ever contact you from a Publicis Sapient email address. In some cases, we may partner with trusted, vetted recruitment agencies who will clearly identify themselves as working on behalf of Publicis Sapient. If you receive communication from any other domain claiming to represent us, please treat it with caution and contact us at [email protected].

Overview

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.

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 information

What 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.