Senior Change & Customer Experience Transformation Lead

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

Benefits offered by this job

Competitive compensation and benefits

Flexibility to support work-life

Comprehensive health benefits

Generous paid leave and holidays

Wellness program and employee support

Job summary

Publicis Sapient is seeking a Senior Manager to lead change management and customer experience transformation initiatives for a global client portfolio. You will drive AI-enabled operating model changes, stakeholder engagement, and adoption strategies while partnering with product teams and designers.

The role emphasizes leadership in workshops, executive communications, and training programs, ensuring adoption and value realization across enterprise-scale programs.

Qualifications

• 7-12 years of experience in change management, organizational transformation, customer experience consulting, digital transformation, or management consulting.
• Hands-on experience leading enterprise change initiatives tied to technology implementations, operating model redesign, or AI transformation.
• Experience conducting stakeholder analysis, change impact assessments, readiness evaluations, and adoption planning.
• Strong workshop facilitation and executive presentation skills.

Responsibilities

• Lead enterprise change programs for large-scale digital, AI, and customer experience transformations.
• Partner with experience strategists and transformation teams to translate future-state experiences into change requirements.
• Design and implement change management roadmaps, communications, and training plans.
• Develop adoption measurement dashboards and value realization frameworks.
• Mentor junior consultants and contribute to practice growth.

Skills

Change management

Customer experience

Stakeholder engagement

Workshop facilitation

Transformation consulting

Tools

Prosci framework

Kotter model

ADKAR

Job description

Publicis Sapient is seeking a Senior Manager to lead change management and customer experience transformation initiatives for a global client portfolio. You will drive AI-enabled operating model changes, stakeholder engagement, and adoption strategies while partnering with product teams and designers.

The role emphasizes leadership in workshops, executive communications, and training programs, ensuring adoption and value realization across enterprise-scale programs.