AI-Driven CX & Innovation Manager

Publicis Groupe ANZ

Greater London

Hybrid

GBP 90,000 - 150,000

Full time

9 days ago

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Benefits offered by this job

Competitive compensation

Flexible working options

Health benefits and family cover

Generous leave and development

Job summary

Publicis Sapient in London is seeking a Manager in CX&I to shape future-state customer and employee experiences using design thinking and strong research.

You will lead multidisciplinary, client-facing workstreams, embed AI responsibly, and map end-to-end journeys, balancing quick pilots with measurable outcomes.

The role requires industry experience in Consumer Products, Financial Services or Travel & Hospitality, with hands-on AI fluency and a commercial mindset.

Qualifications

Curiosity about AI's impact across industries.
Hands-on AI fluency with tools such as ChatGPT, Claude, Gemini, Copilot, Cursor, or equivalent.
Strong evaluative judgement for AI outputs.
Service design and journey thinking expertise.
Commercial instinct to translate CX work into business value.
Strong collaboration and team development mindset.
Comfort working in an embedded delivery model with clients.
Industry experience in Consumer Products, Financial Services, Travel & Hospitality.

Responsibilities

Lead CX strategy and service design workstreams.
Map end-to-end customer and employee experiences and define required changes.
Design AI-enabled experiences and internal AI solutions.
Own adoption and measure outcomes of AI-enabled solutions.
Co-own outcomes with clients and build alignment across functions.
Coach and develop junior team members.

Skills

AI fluency

AI judgement

Service design

Commercial instinct

Collaboration

Embedded delivery

Industry experience

Team development

Tools

Bodhi

Slingshot

Sustain

ChatGPT

Claude

Job description

Publicis Sapient in London is seeking a Manager in CX&I to shape future-state customer and employee experiences using design thinking and strong research.

You will lead multidisciplinary, client-facing workstreams, embed AI responsibly, and map end-to-end journeys, balancing quick pilots with measurable outcomes.

The role requires industry experience in Consumer Products, Financial Services or Travel & Hospitality, with hands-on AI fluency and a commercial mindset.

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