CX & AI Innovation Manager

Publicis Groupe Holdings B.V; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Flexible working

Paid leave

Learning & development

Job summary

Publicis Sapient in London is seeking a Manager in CX&I to lead client projects that define future-state customer and employee experiences, grounded in research and design thinking. In this hands-on, embedded role you will run stakeholder workshops, map end-to-end journeys, and apply AI to accelerate solutions tested with real customer data, delivering measurable outcomes for clients.

You will collaborate across multidisciplinary teams, shape value propositions, and drive adoption through

Qualifications

• Curiosity about AI's impact on industries.
• Hands-on AI fluency with modern tools.
• Strong evaluative judgement with AI.
• Service design and journey thinking expertise.
• Commercial instinct for business value.
• Strong collaboration and team development mindset.
• Comfort in embedded client delivery.
• Industry experience in at least one priority sector.

Responsibilities

• Lead CX strategy and service design workstreams.
• Map end-to-end customer and employee experiences.
• Design AI-native customer experiences and internal AI solutions.
• Own adoption and change management.
• Build alignment across functions.
• Shape client and commercial narratives.
• Coach and develop junior team members.

Skills

AI fluency

CX strategy

Service design

Problem solving

Stakeholder mgmt

Commercial sense

Collaboration

Embedded delivery

Industry experience

Tools

ChatGPT

Claude

Gemini

Copilot

Cursor

Job description

Publicis Sapient in London is seeking a Manager in CX&I to lead client projects that define future-state customer and employee experiences, grounded in research and design thinking. In this hands-on, embedded role you will run stakeholder workshops, map end-to-end journeys, and apply AI to accelerate solutions tested with real customer data, delivering measurable outcomes for clients.

You will collaborate across multidisciplinary teams, shape value propositions, and drive adoption through