AI-Driven CX & Innovation Manager

Publicis Sapient; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Health benefits

Flexible working

Generous paid leave

Job summary

Publicis Sapient in London seeks a Manager in CX&I to lead cross‑functional workstreams that shape future‑state customer and employee experiences. You will ground proposals in research, apply design thinking, and judge where AI adds value versus traditional approaches.

You’ll work directly with client stakeholders in small, multidisciplinary teams to build solutions collaboratively. As AI becomes central to CX, you’ll design AI‑native experiences, map end‑to‑end journeys, and drive adoption

Qualifications

• Proven track record leading client‑facing CX workstreams.
• Experience applying design thinking to CX/EX initiatives.
• Strong ability to translate insights into strategic recommendations.

Responsibilities

• Lead CX strategy and service design workstreams for client engagements.
• Map end-to-end customer and employee journeys and identify required changes.
• Design AI-native experiences and assess where AI adds value.
• Own delivery from insight to implementation with measurable outcomes.
• Collaborate with multidisciplinary teams embedded with clients.

Skills

CX strategy & design leadership

AI fluency

Stakeholder management

Workshop facilitation

Tools

ChatGPT

Claude

Copilot

Job description

Publicis Sapient in London seeks a Manager in CX&I to lead cross‑functional workstreams that shape future‑state customer and employee experiences. You will ground proposals in research, apply design thinking, and judge where AI adds value versus traditional approaches.

You’ll work directly with client stakeholders in small, multidisciplinary teams to build solutions collaboratively. As AI becomes central to CX, you’ll design AI‑native experiences, map end‑to‑end journeys, and drive adoption