Senior Manager Customer Experience & Innovation

PublicisManager
Senior Sapient London,
CustomerEngland, United Kingdom
Experience & Inno…(On-site) 4 days ago 4 applicants
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Publicis Sapient London, England, United Kingdom (…
Full-time · Mid-Senior level

10,001+ employees · IT Services and IT Consulting

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Actively recruiting

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As a Senior Manager in the CX&IC team, you will:

• Act as a transformational partner for clients - including departmental heads and project
sponsors.
• Work autonomously in the strategic ownership of larger, more complex projects from the client
briefing through to final recommendations and delivery.
• Work collaboratively with all disciplines (and the client) to define how we will create customer
and market insights that inspire the team and generate breakthrough solutions.
• Develop and conduct customer and marketplace research that helps strategically frame, validate
or test core hypotheses, then distil this research into actionable insight.
• Use ‘design thinking’ and ‘systems thinking’ techniques to identify opportunity areas for new
experience, propositions, products and services, then help converge thinking around feasible,
viable and desirable solutions.
• Clarify and translate the strategic direction into priorities, objectives and a clear evaluation
framework.
• Facilitate the creation of design / strategic artefacts - e.g. personas, as-is and future state
customer journeys, service blueprints, storyboards, prototypes, etc.
• Be a strong and convincing narrator and moderator both internally and with clients, reconciling
perspectives, finding common ground and advocating customer value and business solutions at
critical moments.
• Mentor more junior staff, defining a role for them on projects, overseeing their work and
guiding their development in the discipline.
• Actively seek out thought leaders and different perspectives on industry approaches,
developments and break-through methodologies.
• Develop new techniques and approaches, then collate and share expertise across the discipline