Company descriptionPublicis 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.
Are you the right candidate for this opportunity Make sure to read the full description below.
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. OverviewThe RoleOur 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 workstreams 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 workstreamsYou will deploy a wide range of CX tools, techniques, and frameworks to drive concept and proposition development, including: Customer research and persona creationNew product innovationValue proposition developmentNorth Star definition and strategic framingPrioritisation frameworksRoadmap developmentYou 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 consumersDesign more capable roles as AI takes on routine workOwn the quality and narrative of workstreams from insight through to deliveryBuild alignment across functions with competing prioritiesFrame recommendations as testable hypotheses tied to real customer problems and measurable outcomesShape client and commercial narratives to position recommendations effectivelyBring a working understanding of AI to every engagementYou 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 modelsDesign internal AI solutions that reshape how work gets done—not tools layered onto unchanged processesOwn adoption and change, ensuring solutions are used and deliver valueYou will apply AI tools across the full lifecycle of a project: Research & synthesis – analysing large datasets, interviews, and market signals to uncover insightsPersona & journey development – generating and validating experience frameworksIdeation & concept design – exploring multiple directions through rapid simulation and testingPrototyping & building – creating interactive, testable artefactsContent & narrative – producing high-quality client deliverables with strong editorial judgementYou will use these tools pragmatically—selecting them when they improve speed, quality, or breadth of thinking.
Work in forward-deployed teams, building with clients in real timeYou will operate in compact, multidisciplinary teams embedded with clients.
You will:
Learn client systems, constraints, and culture from the insideCo-own outcomes and adapt as priorities evolveDeliver iteratively, using short cycles to test and refine solutionsSuccess is defined as embedment and measurable impact: Solutions are used by real usersThey deliver tangible business outcomesFor internal solutions, you will: Prove concepts through working pilots under real conditionsUse real usage data to validate successHelp build measurement frameworks and incentives into operating modelsGrow relationships and contribute to the practiceYou will: Identify opportunities to extend client engagements through delivered valueContribute to proposals, pitches, and thought leadershipFeed reusable insights and patterns back into the practiceCoach and develop junior team members, modelling effective use of AIWhat You'll BringA strong track record of leading client-facing workstreams and delivering high-quality strategic outputsCuriosity about AI's impact on industriesYou actively explore how AI is reshaping customer expectations, business models, and competitionHands-on AI fluencyExperience using tools such as ChatGPT, Claude, Gemini, Copilot, Cursor, or equivalent as part of your day-to-day workStrong evaluative judgement with AIYou understand when to trust outputs, when to challenge them, and when human judgement is requiredService design and journey thinking expertiseAbility to connect customer experiences to operational, data, and technology foundationsCommercial instinctComfortable translating CX work into business value and investment casesStrong collaboration and team development mindsetYou coach others, build relationships, and contribute to team growthComfort working in an embedded delivery modelYou thrive working close to the client, building and iterating in real timeIndustry experience (must-have)Depth in at least one priority sector: Consumer ProductsFinancial ServicesTravel & HospitalityAdditional experience in sectors such as Retail, Energy, or Automotive is an advantageWhat Sets This Role ApartThis is not a traditional consulting model.
You will not spend months producing static reports.
Instead, you will be embedded in small teams that move quickly and deliver working solutions. We treat adoption as a design problem—not an afterthought.
Success depends not on building something, but on whether people actively use it and it delivers sustained value.
You will have access to Publicis Sapient's AI platforms—Bodhi, Slingshot, and Sustain—alongside leading partner technologies, enabling small teams to deliver outsized impact. You will work alongside teams: Rethinking customer engagement for global banksRedesigning loyalty in travel and aviationTransforming automotive retail journeysBuilding AI-powered public sector servicesWe are looking for people who: Excel in customer experience strategy and designAre genuinely curious about AIAre energised by building and delivering—not just advisingAdditional informationAn 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.
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. xohmjla
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
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