CX & Innovation Manager, Digital Transformation Consulting

Publicis Sapient; Bogotá ciudad; On-site; COP 180,000,000 - 360,000,000; Full time

Benefits offered by this job

Competitive compensation

Diversity and collaboration

Learning and development

Health benefits for you and family

Job summary

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. You will lead partnerships that deliver digital business transformation and shape connected customer experiences with measurable growth.

You’ll collaborate across strategy, design, product, and engineering to turn insights into roadmaps, value propositions, and service designs, enriching

Qualifications

• 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.

Responsibilities

• 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.
• 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, guiding conversations around innovation and design.
• Plan, estimate, and manage project tracks—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 within Publicis Sapient’s Strategy & Consulting community.

Skills

CX & Innovation strategy

Cross-functional leadership

Data strategy & CRM

Omni-channel experience

Storytelling & communication

Entrepreneurial mindset

tobacco category experience

Tools

Salesforce

Adobe Experience Platform

Microsoft Dynamics

CDPs

Job description

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. You will lead partnerships that deliver digital business transformation and shape connected customer experiences with measurable growth.

You’ll collaborate across strategy, design, product, and engineering to turn insights into roadmaps, value propositions, and service designs, enriching