Senior Manager, AI-Driven CX & Innovation

Publicis Groupe UK; Greater London; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Insurance & Medical

Global startup culture

Career growth & training

Job summary

Publicis Groupe UK is seeking a Senior Manager in its Customer Experience & Innovation practice for the Consumer Products sector. You will shape propositions, lead cross-functional teams, and drive AI-enabled CX/EX initiatives across consumer brands and channels.

You will guide research-driven insights into tangible value, craft strategies, and oversee adoption from concept to live pilots, working with senior stakeholders in a fast-paced environment.

Qualifications

• Proposition or innovation strategy for consumer businesses where brand and experience drive choice, ideally running engagements autonomously.
• Storytelling that turns complex work into a clear story with a point of view, for any audience up to executive level.
• Service design and journey mapping, and the ability to link what people experience across CX and EX to the operations and technology behind it.
• Strong commercial instinct, including building the business case for experience investment.
• Experience leading change in complex organisations, aligning stakeholders across functions, brands and markets and winning over sceptical senior leaders.
• Hands-on AI fluency. Tools such as Claude, ChatGPT, Gemini, Copilot or Cursor are core to how you work, and you use AI responsibly with client data.

Responsibilities

• Draw on research with the consumers, customers or employees you design for to understand their jobs to be done and the tensions and unmet needs behind them.
• Map their journeys end to end to distil the insight that frames the problem.
• Turn insight into value propositions for CX and EX. Define each precisely as a concept people can picture.
• Test the riskiest assumptions early and test prototypes with future users.
• Own the engagement narrative, bringing the consumer or employee, brand, commercial and technology perspectives into one client-ready case.
• Plan for adoption from the start, co-create and test prototypes with future users, and prove value in a live pilot.
• Lead proposals and contribute to thought leadership; line-manage and develop team members.

Skills

Proposition strategy

Innovation strategy

CX design

Service design

Storytelling

Commercial instinct

AI fluency

Consulting craft

Roadmaps & P&Ls

Tools

Claude

ChatGPT

Gemini

Copilot

Cursor

Job description

Publicis Groupe UK is seeking a Senior Manager in its Customer Experience & Innovation practice for the Consumer Products sector. You will shape propositions, lead cross-functional teams, and drive AI-enabled CX/EX initiatives across consumer brands and channels.

You will guide research-driven insights into tangible value, craft strategies, and oversee adoption from concept to live pilots, working with senior stakeholders in a fast-paced environment.