AI-Driven CX & Innovation Manager

Publicis Groupe; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Health benefits

Flexible working

Generous paid leave

Learning opportunities

Job summary

Publicis Sapient in the United Kingdom seeks a Manager in CX&I to lead future-state customer and employee experiences, grounded in research and design thinking.

You will work in small, embedded teams with clients, applying AI to design native experiences, own delivery, and measure impact. You will bring industry depth in at least one sector and coach junior team members while shaping proposals.

Qualifications

• Experience using AI tools in day-to-day work.
• Proven CX strategy and design experience.
• Industry depth in at least one priority sector: Consumer Products, Financial Services, Travel & Hospitality.

Responsibilities

• Lead CX strategy and service design workstreams.
• Map end-to-end customer and employee experiences and identify required changes.
• Frame recommendations as testable hypotheses tied to real customer problems and measurable outcomes.
• Build alignment across functions and co-own outcomes with clients.
• Own adoption and change management to ensure value is realized.

Skills

AI fluency

CX strategy

Judgement with AI

Team collaboration

Tools

ChatGPT

Claude

Gemini

Copilot

Cursor

Job description

Publicis Sapient in the United Kingdom seeks a Manager in CX&I to lead future-state customer and employee experiences, grounded in research and design thinking.

You will work in small, embedded teams with clients, applying AI to design native experiences, own delivery, and measure impact. You will bring industry depth in at least one sector and coach junior team members while shaping proposals.