Senior Manager, AI-Powered CX & Innovation

Publicis Groupe UK; California; Hybrid; USD 170,000 - 260,000; Full time

Benefits offered by this job

Comprehensive health benefits for you/

Generous paid leave and holidays

Wellness program and employee support

Flexibility for work‑life balance

Access to ongoing learning and devopps

Competitive compensation and benefits

Job summary

Publicis Sapient is seeking a Senior Manager in Customer Experience & Innovation to help Consumer Products clients shape AI-enabled propositions and adoption roadmaps. You’ll lead cross‑functional teams across design, product, engineering and data to craft compelling value stories and blueprint delivery.

You’ll draw on research to define journeys and KPIs, test assumptions early, and drive adoption with stakeholders while guiding proposals and thought leadership in a client‑facing role.

Qualifications

• Proposition or innovation strategy for consumer businesses where brand and experience drive choice, such as consumer products, retail, hospitality or automotive.
• A record of turning research into sharp propositions senior clients backed, and the command of language to make an abstract idea concrete.
• 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.
• Strong consulting craft. You structure ambiguous problems quickly and stay confident and direct with senior stakeholders.
• Enough grasp of roadmaps, technical constraints, analytics and P&Ls to lead cross‑functional teams credibly.

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. Agree with the client which to back, then define each precisely as a concept people can picture.
• Test the riskiest assumptions early.
• Use service design to blueprint how each proposition is delivered, starting with the moments that matter most.
• Own the engagement narrative, bringing the consumer or employee, brand, commercial and technology perspectives into one case the client can act on.
• Plan for adoption from the start. Co‑create and test prototypes with future users, and prove value in a live pilot measured against business KPIs.
• Design AI‑native experiences and human‑and‑AI workflows, and advise when an AI‑native re‑think is right and when to improve what exists.
• Run whole engagements from kick‑off. Lead cross‑functional teams of experience designers, product managers, engineers and data and commercial specialists.
• Bring senior stakeholders to agreed decisions and pursue follow‑on work through the trust you build with the client's day‑to‑day lead and sponsors.
• Lead proposals and contribute to our thought leadership. Line‑manage and develop team members, and coach people beyond your direct reports.

Skills

Innovation strategy

Research to propositions

Storytelling

Service design

Commercial instinct

Change leadership

AI fluency

Consulting craft

Roadmaps & analytics

AI tools

Tools

Claude

ChatGPT

Gemini

Copilot

Cursor

Job description

Publicis Sapient is seeking a Senior Manager in Customer Experience & Innovation to help Consumer Products clients shape AI-enabled propositions and adoption roadmaps. You’ll lead cross‑functional teams across design, product, engineering and data to craft compelling value stories and blueprint delivery.

You’ll draw on research to define journeys and KPIs, test assumptions early, and drive adoption with stakeholders while guiding proposals and thought leadership in a client‑facing role.