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Manager Customer Experience & Innovation Consulting

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Publicis Sapient

3mo ago

  • Job
    Full-time
    Senior Level
  • Consulting
    Design
  • Dubai

AI generated summary

  • You should have a strong design portfolio, R&D experience, generative and evaluative research skills, a curious and collaborative mindset, regional experience, and readiness to travel 50%.
  • You will lead complex projects, advocate for customer insights, collaborate on research, create strategic artifacts, facilitate communication, and develop industry expertise to drive innovation.

Requirements

  • 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 primary responsibility of a Manager in CX&I at Publicis Sapient?

The primary responsibility is to help clients understand changing customer expectations and deliver new, innovative experiences, propositions, products, and services.

What methodologies should a candidate be familiar with for this role?

Candidates should be well-versed in 'design thinking' and 'systems thinking' methodologies.

Will the Manager work independently or as part of a team?

The Manager will work autonomously on larger, complex projects while also collaborating with various disciplines and clients.

What is the importance of customer insights in this role?

Advocating for the customer voice is crucial, as it shapes strategy, delivery, and post-launch activities for services and products.

What types of research will the Manager be conducting?

The Manager will conduct customer and marketplace research to validate or test core hypotheses and derive actionable insights.

What qualifications are preferred for candidates applying for this position?

A strong portfolio demonstrating customer insight-driven design thinking, experience in research and development programs, and familiarity with both generative and evaluative research are preferred.

Is travel required for this role?

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

How many annual leave days are provided to employees?

Employees are entitled to fully paid annual leave of 22 working days.

Are there health insurance benefits associated with this position?

Yes, free private health insurance is provided, extending to the employee and direct dependents.

Does the company offer any schooling allowances?

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

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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.