Customer Experience and Innovation Consulting - Senior Manager - Consumer Products

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.

Overview

Senior Manager, Customer Experience & Innovation

(Consumer Products)

AI is changing how consumer products companies serve their consumers and how their own people work. As a Senior 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. Agree with the client which to back, then define each 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.
• Own the engagement narrative, bringing the consumer or employee, brand, commercial and technology perspectives into one case the client can act on.
• 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 advise when an AI-native rethink is right and when to improve what exists.
• Run whole engagements from kick-off. Lead cross-functional teams of experience designers, product managers, engineers and data and commercial specialists.
• Bring senior stakeholders to agreed decisions and pursue follow-on work through the trust you build with the client's day-to-day lead and sponsors.
• Lead proposals and contribute to our thought leadership. Line-manage and develop team members, and coach people beyond your direct reports.

Your Skills & Experience

• Proposition or innovation strategy for consumer businesses where brand and experience drive choice, such as consumer products, retail, hospitality or automotive. Ideally running engagements autonomously.
• A record of turning research into sharp propositions senior clients backed, 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, for any audience up to executive level.
• 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 building the business case for experience investment.
• Experience leading change in complex organisations, aligning stakeholders across functions, brands and markets and winning over sceptical senior leaders.
• 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.
• Enough grasp of roadmaps, technical constraints, analytics and P&Ls to lead cross-functional teams credibly.

Set Yourself Apart With

Substantial 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

Helping research and insights teams, ours or the client's, shape their research, ideally across qualitative and quantitative, exploratory and evaluative

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 [email protected]