Senior Change & CX Transformation Leader

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

Job summary

Publicis Sapient is seeking a Sr. Manager, Change Management & Customer Experience Transformation to join our Customer Experience & Innovation Consulting team and work on a Top 3 CPG Client.

This role leads large-scale transformations focused on AI-enabled operating models and customer/employee experience, partnering with product teams, designers, technologists, and business stakeholders to ensure adoption and sustained value realization.

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 associated with technology implementations, operating model redesign, or AI transformation.
• Experience conducting stakeholder analysis, change impact assessments, readiness evaluations, and adoption planning.
• Experience designing and delivering communications, training, learning, 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.

Responsibilities

• Develop enterprise change management strategies for large-scale digital, AI, and customer experience transformations.
• Define change approaches that connect business 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 business readiness, proficiency, and value realization.
• Design and execute change management roadmaps, including creation and delivery of training materials, communications content, and measurement 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 compelling recommendations and executive presentations.
• Mentor junior consultants and contribute to practice growth, business development, and thought leadership.

Skills

Change management

Stakeholder analysis

Workshop facilitation

Executive presentations

Adoption planning

Leadership

Education

Bachelor's degree

Tools

Prosci

Kotter

ADKAR

Job description

Publicis Sapient is seeking a Sr. Manager, Change Management & Customer Experience Transformation to join our Customer Experience & Innovation Consulting team and work on a Top 3 CPG Client.

This role leads large-scale transformations focused on AI-enabled operating models and customer/employee experience, partnering with product teams, designers, technologists, and business stakeholders to ensure adoption and sustained value realization.