Manager Customer Experience & Innovation Consulting, Publicis Sapient, Dubai, UAE

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Job Description

As a Manager in CX&I at Publicis Sapient, you will help our clients understand how changing customer expectations will require them to deliver new, innovative experiences, propositions, products and services.  You are an eclectic thinker who can balance multiple considerations simultaneously – changing technologies, emerging business models and customer insight – to identify new opportunities for our clients.

You will be well versed in ‘design thinking’ and ‘systems thinking’, and the application of these techniques to uncover, identify and understand customer interests, motivations and behaviours, then work iteratively and collaboratively towards experiences that meet these customer needs. You will use these techniques to help map out the customer experience and the business capabilities required to deliver it across the product lifecycle from strategy to delivery and post-launch; and use design research and user testing research to iteratively test hypotheses underpinning the new experience as it evolves towards launch and beyond.

Your Impact:

    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

Qualifications

Your Skills & Experience:

    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

Additional Information

Benefits of Working Here:

    Fully paid annual leave of 22 working days
    Free private health insurance extended to employee and direct dependents
    Return air ticket to home country per year to employee and direct dependents
    Schooling allowance offered based on the policy

Company Description

Publicis Sapient, the digital business transformation hub of Publicis Groupe, helps clients drive growth and efficiency and evolve the ways they work, in a world where consumer behavior and technology are catalyzing social and commercial change at an unprecedented pace.  

With 20,000 people, across 17 countries and 53 offices around the globe, our expertise spans;  technology, data sciences, consulting and creativity,  combining a culture of innovation which enables us to deliver complex transformation initiatives that accelerate our clients’ businesses

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!

https://careers.publicissapient.com/job-details/744000015807710-manager-customer-experience-innovation-consulting?ittk=YO46KBV8CN&jClickId=60a71500-3e2c-4cc2-b187-238a58a07458&trid=637d4602-1f72-4ee8-9269-338632cfb218


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