Director, Customer Experience & Innovation Consulting

Publicis Groupe Boston , MA 02298

Posted 4 weeks ago

Company Description

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.

Job Description

Your role:

Publicis Sapient is searching for a Director "Customer Experience & Innovation Consultant" to join our team to sell, shape and support digital business transformation (DBT) and service and product strategy engagements that lead to innovative and connected offerings for our clients and their customers. This role will participate in all phases of strategy-either for an enterprise or specific to a product or service-from context framing to value proposition development, the definition of roadmaps and design, and ongoing consultation. This role will sit in the North American Strategy & Consulting capability group and have the opportunity to support multiple industries. We are looking for an individual with a demonstrated track record of defining new products or reimagining services.

Why join us?

Publicis Sapient helps clients thrive in the brave pursuit of Next by enabling the way they serve their customers, with the power of digital enabling capabilities and operating models in mind. We're a community of some of the world's brightest thinkers and doers, with bold and diverse perspectives, problem-solving creativity, and restless curiosity.

What success will look like for you:

  • Cultivate and grow a book of client business by being the champion for customer insights and customer-oriented strategy with clients and internal teams

  • Provide senior-level consulting, planning, and leadership of DBT strategy, new product innovation, and service design journey reinvention projects

  • Articulate and frame a client's customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap

  • Leverage a breadth of experience in customer insight, market insight, business strategy, product and service design thinking and technology into actionable strategy and execution that will delight and serve customers

  • Advocate for customers and b2b colleagues and the "experience" in conversations with cross-disciplinary teams, company leaders and analysts to grow the influence of experience thinking

  • Lead point of view development in net new business, identify organic growth opportunities within projects and existing client relationships

  • Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility

  • Facilitate high stakes meetings, working sessions and workshops with sensitivity to client and team needs

  • Trace and clearly shape data and observations into actionable insights, implications, and initiatives for our clients

  • Lead strategic engagements that involve shaping a customer experience strategy through the deep analysis and understanding of generative research as well as 'lean' or hypothesis led approaches that use the principles of design thinking to build strategies through continuous prototyping and refinement of a value proposition

  • Devise and manage projects and key tracks of work (including other individuals) in accordance with established budget, work plans and quality standards while demonstrating measurable value and satisfaction for the client

  • Collaborate with clients and internal partners to generate ideas, products and strategies that utilize innovative technology and emerging channels-web, mobile, social, chat, kiosk, etc. - to complement traditional modes of service

  • Contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through industry presentations and publishing

Qualifications

You'll need these skills & experience:

  • Experience working with global Tier 1 brands and clients across different categories in a relevant role including: experience strategist, service designer, innovations strategist, digital strategist, experience research, etc.

  • Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building

  • Extensive knowledge of, and experience with, a range of user experience methods and tools including:

  • Experience modeling and blueprinting

  • Customer type creation

  • Prioritization frameworks

  • Roadmap development

  • Highly proficient at experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business

  • Expertise in analysis of research (and research findings) and their use in driving qualified thinking, strategy development and briefing

  • Led diverse teams of 5 or more people in dynamic and fast-paced and globally diverse environments with an ability to inspire innovation and great work;

  • Comfortable working with a range of disciplines-design, management consulting, technology, product, etc.-from strategy definition to execution

  • Proven ability to handle large-scale, complex systems problems

  • Must be able to articulate strategies, concepts, initiatives, and roadmaps clearly through exceptional oral and written communication skills; good presenter and great listener

  • Successful record of developing relationships with clients, colleagues and partners

  • Successful record of contributing to business development and revenue generation

  • A self-starter with an entrepreneurial spirit with vision and leadership to help facilitate change within a team and the industry

  • Post-Covid safety assumed, travel required (50%)

Set yourself apart:

  • Customer research fluency

  • Deep Experience in one or more of Financial Services, Energy, Retail, Transportation, Health, Hospitality

Career Level:

  • 10-15+ years of experience developing strategies for new/evolved connected services and products; 4-7+ years project leadership experience

Education

  • Bachelor's degree required, or equivalent military experience

  • Master's degree in design, marketing, business, social science or other relevant graduate degree is preferred

Additional Information

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@publicissapient.com or you may call us at +1-617-621-0200.

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