Customer Experience and Innovation Consulting Senior Manager - Consumer Products

Company description

About Us 

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

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At Publicis Sapient, we're 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

Senior Manager, Customer Experience & Innovation (Consumer Products)

AI is changing how consumer products companies serve their consumers and how their own people work. As a Senior Manager in our Customer Experience & Innovation (CX&I) practice, you'll help our Consumer Products clients work out what these changes mean and respond. Our work spans customer experience (CX) for consumers and B2B customers, and employee experience (EX) for the client's own people. We start from what people need and shape the best ideas into propositions clear enough for a client to back, then help launch them and drive adoption. That could be a loyalty club, an AI beauty adviser, AI agents that help marketers create and localise content or an ordering platform that lets thousands of independent retailers restock in a few taps. You'll work with teams building on our own AI platforms, such as Sapient Bodhi.

Where You’ll Make an Impact

• Draw on research with the consumers, customers or employees you design for to understand their jobs to be done and the tensions and unmet needs behind them. Map their journeys end to end to distil the insight that frames the problem.
• Turn insight into value propositions for CX and EX. Agree with the client which to back, then define each precisely as a concept people can picture. Test the riskiest assumptions early.
• Use service design to blueprint how each proposition is delivered, starting with the moments that matter most.
• Own the engagement narrative, bringing the consumer or employee, brand, commercial and technology perspectives into one case the client can act on.
• Plan for adoption from the start. Co-create and test prototypes with future users, and prove value in a live pilot measured against business KPIs.
• Design AI-native experiences and human-and-AI workflows, and advise when an AI-native rethink is right and when to improve what exists.
• Run whole engagements from kick-off. Lead cross-functional teams of experience designers, product managers, engineers and data and commercial specialists.
• Bring senior stakeholders to agreed decisions and pursue follow-on work through the trust you build with the client's day-to-day lead and sponsors.
• Lead proposals and contribute to our thought leadership. Line-manage and develop team members, and coach people beyond your direct reports.

What You’ll Bring to the Team

• Proposition or innovation strategy for consumer businesses where brand and experience drive choice, such as consumer products, retail, hospitality or automotive. Ideally running engagements autonomously.
• A record of turning research into sharp propositions senior clients backed, and the command of language to make an abstract idea concrete.
• Storytelling that turns complex work into a clear story with a point of view, for any audience up to executive level.
• Service design and journey mapping, and the ability to link what people experience across CX and EX to the operations and technology behind it.
• Strong commercial instinct, including building the business case for experience investment.
• Experience leading change in complex organisations, aligning stakeholders across functions, brands and markets and winning over sceptical senior leaders.
• Hands-on AI fluency. Tools such as Claude, ChatGPT, Gemini, Copilot or Cursor are core to how you work, and you use AI responsibly with client data.
• Strong consulting craft. You structure ambiguous problems quickly and stay confident and direct with senior stakeholders.
• Enough grasp of roadmaps, technical constraints, analytics and P&Ls to lead cross-functional teams credibly.

Additional Experience We Value

• Substantial experience in FMCG or fast-moving consumer healthcare (FMCH), ideally across brand websites, direct-to-consumer, loyalty and third-party e-commerce
• Consulting experience at a leading firm, large or boutique, even if only early in your career
• EX work, especially where AI changes how people work
• Brand experience, from strategy through identity to expression
• Copywriting or concept-writing experience, such as naming or concepts for consumer testing
• Helping research and insights teams, ours or the client's, shape their research, ideally across qualitative and quantitative, exploratory and evaluative
• Willingness to work, and ideally experience working, in tobacco and nicotine (both next-generation products and combustibles) and, to a lesser extent, in alcohol

A Tip from the Hiring Manager

In your CV or cover note, point us to one proposition you shaped. We'll ask at interview about the insight behind it and what happened once it launched.

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 insurance and medical benefits