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Manager Customer Experience & Innovation Consulting

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Publicis Sapient

3mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • Dubai

AI generated summary

  • You must be fluent in Arabic, have experience in financial services, a strong design portfolio, and research skills. Willingness to travel 50% in the region is essential.
  • You will lead complex projects, advocate for customer insights, conduct research, create strategic artefacts, foster collaboration, and communicate effectively with clients and teams.

Requirements

  • Proficiency in Arabic (fluent in both written and spoken).
  • Proven experience in the financial services industry
  • A strong portfolio of work demonstrating strong customer insight-driven design thinking across a diverse range of projects across the whole product lifecycle from strategy to launch
  • Experience participating in novel research and development programs that iteratively identify, test and refine new and innovative propositions, products and services
  • Experience with both generative and evaluative research across strategy and product delivery
  • A mind set that's open to change and to challenge - you need to be curious, consultative, self-starting, collaborative, empathetic, helpful
  • Experience working in Saudi and/or UAE
  • Be willing to travel at least 50% of the time in the region

Responsibilities

  • Work autonomously in the strategic ownership of larger, more complex projects from the client briefing through to final recommendations and delivery
  • Feel comfortable to advocate for the customer voice from the beginning of shaping strategy to delivery to post-launch of a service/product
  • 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
  • Undertake 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, user stories, etc.
  • Be a strong communicator and moderator both internally and with clients, understanding different perspectives, seeking common ground and advocating customer value and business solutions
  • Actively seek out thought leaders and different perspectives on industry approaches, developments and break-through methodologies
  • Seek to develop your subject matter and industry expertise to confidently engage with clients around specific discipline themes and/or industry categories
  • Act as a champion and advocate for customer research and insight generation techniques both internally and to a wider external audience

FAQs

What is the role of the Manager Customer Experience & Innovation Consulting at Publicis Sapient?

The Manager in CX&I will help clients understand changing customer expectations, delivering innovative experiences, products, and services while balancing technology, business models, and customer insights.

What methodologies should candidates be familiar with for this position?

Candidates should be well-versed in 'design thinking' and 'systems thinking' and how to apply these techniques to uncover customer interests and behaviors.

What kind of projects will the Manager be responsible for?

The Manager will work autonomously on larger, complex projects from client briefing to final recommendations and delivery.

Is proficiency in any specific language required for this role?

Yes, proficiency in Arabic (fluent in both written and spoken) is required.

What can you tell me about the required industry experience?

Candidates should have proven experience in the financial services industry and experience working in Saudi Arabia and/or the UAE.

Will there be opportunities for travel in this role?

Yes, candidates must be willing to travel at least 50% of the time in the region.

What research experience should applicants have?

Applicants should have experience with both generative and evaluative research across strategy and product delivery.

How many days of annual leave does the company provide?

The company provides fully paid annual leave of 22 working days.

Are there health benefits offered to employees?

Yes, employees receive free private health insurance extended to themselves and their direct dependents.

Does the company offer any support for schooling?

Yes, a schooling allowance is offered based on the company policy.

What is the main goal of Publicis Sapient?

Publicis Sapient helps clients drive growth and efficiency by evolving the ways they work in a rapidly changing consumer behavior and technology landscape.

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Publicis Sapient

Helping organizations thrive in a digital-first world through Digital Business Transformation

Consulting
Industry
10,001+
Employees
1988
Founded Year

Mission & Purpose

Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering and Data, which combined with our culture of curiosity and deep industry knowledge, enables us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe with 20,000 people and over 50 offices worldwide.