Manager Customer Experience & Innovation Consulting

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.

Overview

Publicis Sapient is seeking a Manager Customer Experience & Innovation Consultant to join our Strategy & Consulting team, working with a global tobacco industry client undergoing major digital transformation.

In this pivotal role, you’ll lead client partnerships that define and deliver digital business transformation (DBT)—shaping connected customer experiences and innovative offerings that drive measurable growth.

You’ll collaborate across disciplines—strategy, design, product, and engineering—to turn insights into actionable roadmaps, value propositions, and service designs that enrich both customer experience and business performance.

Your Impact

• Frame client challenges and define strategic recommendations that create mutual business and customer value.
• Lead customer experience and innovation initiatives across products, services, and digital touchpoints.
• Collaborate with client and internal teams to develop customer value propositions supported by technology and emerging channels (mobile, web, voice, chat, kiosk).
• Build and execute data and CRM strategies that drive personalized, connected customer journeys.
• Transform research and analytics into clear insights, recommendations, and initiatives with measurable impact.
• Facilitate client workshops, strategically guiding conversations around innovation and design.
• Plan, estimate, and manage project tracks—covering budgets, deliverables, and quality expectations.
• Partner in business growth efforts, supporting go-to-market strategies and long-term client relationships.
• Coach and mentor junior strategists, fostering team development and knowledge sharing.
• Contribute to global thought leadership and practice advancement within Publicis Sapient’s Strategy & Consulting community.

Qualifications

Skills & Experience

• 7+ years of experience developing customer experience and innovation strategies for connected services and products.
• Proven success with multinational or top-tier clients, or notable results with mid-sized organizations.
• Deep knowledge of experience strategy approaches: research, modeling, service design, product innovation, and value proposition development.
• Strong background in data strategy and CRM—defining segmentation, lifecycle and loyalty frameworks, personalization, and analytics-driven decisions.
• Ability to bridge digital and non-digital experiences, integrating omni-channel customer touchpoints.
• Demonstrated leadership of cross-functional teams in dynamic environments.
• Excellent storytelling and communication skills, both written and verbal.
• Collaborative working style with strong attention to detail and execution quality.
• Self-starting, entrepreneurial mindset with delivery excellence in a tobacco-category environment.
• Comfortable working directly in the tobacco industry category.

Set Yourself Apart With

• Knowledge of Agile practices and modern product management models.
• Hands-on experience with leading CRM and customer data platforms (Salesforce, Adobe Experience Platform, Microsoft Dynamics, CDPs).
• Experience shaping customer journeys across regulated industries, including tobacco.
• Industry exposure in retail, financial services, insurance, or healthcare regarded favorably.

Additional information

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Wellness program and employee assistance.

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]