Customer Experience and Innovation Consulting - Manager - Consumer Products

Publicis Groupe · London

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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.

AI is changing how consumer products companies serve their consumers and how their own people work. As a Manager in our Customer Experience & Innovation (CX&I) practice, you'll help our Consumer Products clients work out what these changes mean and respond. Our work spans customer experience (CX) for consumers and B2B customers, and employee experience (EX) for the client's own people. We start from what people need and shape the best ideas into propositions clear enough for a client to back, then help launch them and drive adoption. That could be a loyalty club, an AI beauty adviser, AI agents that help marketers create and localise content or an ordering platform that lets thousands of independent retailers restock in a few taps. You'll work with teams building on our own AI platforms, such as Sapient Bodhi.

Your Impact

• 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. Define the strongest 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.
• Shape your workstream's narrative, bringing the consumer or employee, brand, commercial and technology perspectives into one case the client can act on. Help write the engagement story.
• 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 know when an AI-native rethink is right and when to improve what exists.
• Run workstreams day to day. Help lead cross-functional teams of experience designers, product managers, engineers and data and commercial specialists.
• Bring stakeholders to agreed decisions and identify opportunities for follow-on work through the trust you build with clients.
• Contribute to proposals and our thought leadership. Coach and develop more junior team members, including any direct reports.

Your Skills & Experience

• Experience in CX, proposition or innovation strategy for consumer businesses where brand and experience drive choice, such as consumer products, retail, hospitality or automotive. Ideally leading client-facing workstreams. You're ready to run smaller projects with guidance from a Senior Manager or Director.
• A record of turning research into sharp propositions, 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.
• 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 helping build the business case for experience investment.
• Experience helping a client adopt something new and winning over the people you needed.
• 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.
• Keen to work with experience design, product, technology, data and commercial specialists, with enough grasp of roadmaps, technical constraints, analytics and P&Ls to help lead them.

Set Yourself Apart With

• Experience in FMCG or fast-moving consumer healthcare (FMCH), ideally across brand websites, direct-to-consumer, loyalty and third-party e-commerce
• Consulting experience at a leading firm, large or boutique, even if only early in your career
• EX work, especially where AI changes how people work
• Brand experience, from strategy through identity to expression
• Copywriting or concept-writing experience, such as naming or concepts for consumer testing
• Supporting research and insights teams, ours or the client's, on their research, ideally across qualitative and quantitative, exploratory and evaluative
• Global, multi-market programmes, where work designed centrally has to be adopted in local markets
• Willingness to work, and ideally experience working, in tobacco and nicotine (both next-generation products and combustibles) and, to a lesser extent, in alcohol

A Tip from the Hiring Manager

In your CV or cover note, point us to one proposition you shaped. We'll ask at interview about the insight behind it and what happened once it launched.

• 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.

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 hiring@publicis.sapient.com

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