Customer Experience and Innovation Manager - Consumer Products

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

The Role Our clients are navigating a period of extraordinary change.

Customer expectations are rising, competitive dynamics are shifting, and AI is opening up entirely new possibilities in how experiences are designed, how services are delivered, and how value is created.

As a Manager in CX&I, you’ll help clients make sense of that landscape and act on it. You will lead work streams that define future-state customer and employee experiences, grounded in research and shaped by design thinking.

As AI becomes a foundational part of customer experience, you will judge when and where it should be applied - and when more traditional approaches better serve the client and their customers.

You will work in small, multidisciplinary teams directly with client stakeholders, often embedded with them to build solutions collaboratively rather than presenting recommendations from a distance.

This is a hands-on, client-facing role where you are equally comfortable running stakeholder workshops, mapping end-to-end service blueprints, stress-testing concepts with real customer data, and using AI tools to accelerate solutions that can be tested in real-world contexts.

What You’ll DoLead CX strategy and service design work streams

You will deploy a wide range of CX tools, techniques, and frameworks to drive concept and proposition development, including:

Customer research and persona creation

New product innovation

Value proposition development

North Star definition and strategic framing

Prioritisation frameworks

Roadmap development

You will map end-to-end customer and employee experiences, connecting front-stage interactions to back-stage operations, and identifying the policy, process, technology, and data changes required to deliver them.

You will:

Hold internal AI-powered experiences to the same standards users expect as consumers

Design more capable roles as AI takes on routine work

Own the quality and narrative of work streams from insight through to delivery

Build alignment across functions with competing priorities

Frame recommendations as testable hypotheses tied to real customer problems and measurable outcomes

Shape client and commercial narratives to position recommendations effectively

Bring a working understanding of AI to every engagement

You will understand how AI is reshaping industries—not just technically, but in terms of business models, competitive positioning, and customer expectations.

You will:

Design AI-native customer experiences, products, services, and business models

Design internal AI solutions that reshape how work gets done—not tools layered onto unchanged processes

Own adoption and change, ensuring solutions are used and deliver value

You will apply AI tools across the full lifecycle of a project:

Research & synthesis – analysing large datasets, interviews, and market signals to uncover insights

Persona & journey development – generating and validating experience frameworks

Ideation & concept design – exploring multiple directions through rapid simulation and testing

P…