Lead, Change Management & AI-Driven CX Transformation

Publicis Groupe; New York (NY); On-site; USD 156,000 - 224,000; Full time

Benefits offered by this job

Health benefits

On-site work 3 days a week

Job summary

Publicis Sapient in New York seeks a Sr. Manager, Change Management & Customer Experience Transformation to lead large-scale enterprise programs, focusing on AI-enabled operating models, customer experience, and organizational readiness.

You will partner with product teams, designers, technologists and executives to ensure initiatives are adopted and sustained, with governance, communications, and training driving measurable value.

Qualifications

• 7-12 years of experience in change management or related fields.
• Hands-on experience leading enterprise change initiatives.
• Experience conducting stakeholder analysis and readiness evaluations.
• Experience designing communications, training, and engagement strategies.
• Strong workshop facilitation and executive presentation skills.
• Bachelor's degree required.
• Industry experience: CPG, Auto or Retail.
• RTO: Must work onsite 3 days a week. Locations: NYC, Chicago, or Boston.

Responsibilities

• Lead enterprise change management strategies for large-scale transformations.
• Define approaches linking objectives, operating model evolution, technology adoption, and employee experience.
• Conduct stakeholder assessments, organizational readiness evaluations, and change impact analyses.
• Establish governance structures and change operating models to support transformation success.
• Partner with experience strategists, service designers, and transformation teams to translate future-state experiences into organizational change requirements.
• Assess how new customer experiences, processes, and technologies impact employee roles and ways of working.
• Develop role-based experience journeys, processes, and future-state operating models.
• Ensure customer-centric principles are embedded within transformation and adoption strategies.
• Support organizations in adopting AI-enabled workflows, automation, and emerging technologies.
• Design strategies that help employees effectively transition to human + AI ways of working.
• Create 'What's In It For Me' narratives and role-based value propositions tied to business outcomes.
• Define capability-building and workforce readiness plans that accelerate AI adoption and proficiency.
• Develop executive communication strategies and leadership engagement plans.
• Design integrated communications, learning, coaching, and reinforcement programs.
• Build change champion networks and stakeholder engagement models.
• Create adoption dashboards and measurement frameworks to assess readiness, proficiency, and value realization.
• Design and execute change management roadmaps, including training materials, communications, and measurement frameworks.
• Build trusted relationships with client stakeholders and executive sponsors.
• Facilitate workshops, working sessions, and strategic discussions.
• Synthesize research and business insights into executive recommendations and presentations.
• Mentor junior consultants and contribute to practice growth.

Skills

Change management

Organizational transformation

Customer experience consulting

Digital transformation

Management consulting

Executive workshop facilitation

Stakeholder analysis

Adoption planning

Education

Bachelor's degree

Tools

Prosci framework

Kotter framework

ADKAR framework

Job description

Publicis Sapient in New York seeks a Sr. Manager, Change Management & Customer Experience Transformation to lead large-scale enterprise programs, focusing on AI-enabled operating models, customer experience, and organizational readiness.

You will partner with product teams, designers, technologists and executives to ensure initiatives are adopted and sustained, with governance, communications, and training driving measurable value.