Senior Manager, Change Management & Customer Experience 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

Company description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Overview

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 individual will help lead large-scale business and digital transformations with a particular focus on AI-enabled operating model change, customer and employee experience transformation, organizational readiness, adoption, and value realization. The role will partner closely with product teams, designers, technologists, and business stakeholders to ensure that transformation initiatives are not only implemented successfully, but embraced, adopted and sustained by the people who use them.

The ideal candidate brings a blend of change management expertise, human-centered design thinking, customer experience strategy, and transformation consulting. They are equally comfortable facilitating executive workshops, designing change strategies, conducting stakeholder research, leading communications and training programs, and measuring adoption outcomes.

This role will support some of Publicis Sapient's most strategic transformation programs, including AI-enabled operating model and customer experience initiatives for global enterprise organizations.

Qualifications

Lead Transformation & Change Programs

• 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.

Drive Customer & Employee Experience Transformation

• 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.

Enable AI & New Ways of Working

• 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.

Communications, Training & Adoption

• 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.

Consulting & Client Leadership

• 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.

Required Experience

• 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.
  • Locations: NYC, Chicago, or Boston

Preferred Experience

• Experience supporting AI, data, analytics, marketing transformation, or digital product implementations.
• Experience working within CPG, consumer products, retail, or marketing organizations.
• Knowledge of human-centered design, service design, journey mapping, and customer experience methodologies.
• Familiarity with Prosci, Kotter, ADKAR, or equivalent change management frameworks.
• MBA or advanced degree preferred.

The ideal candidate

• Puts people at the center of transformation.
• Thinks strategically while driving practical execution.
• Understands both customer experience and organizational change.
• Can translate ambiguity into clear action plans.
• Brings data-driven rigor to adoption and value realization.
• Thrives in fast-paced environments and complex stakeholder landscapes.
• Is passionate about helping organizations evolve their culture, capabilities, and ways of working to realize the full value of AI and digital transformation.

Additional information

• An inclusive workplace that promotes diversity and collaboration.
• Access to ongoing learning and development opportunities.
• Competitive compensation and benefits package.
• Flexibility to support work-life balance.
• Comprehensive health benefits for you and your family.
• Generous paid leave and holidays.
• Wellness program and employee assistance
• Pay Range: $156,000 - $224,000

The range shown represents a grouping of relevant ranges currently in use at Publicis Sapient. Actual range for this position may differ, depending on location and specific skillset required for the work itself.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail]