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Customer Experience & Innovation Manager F/H - Paris

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Publicis Media

Saint-Cloud, Boulogne-Billancourt 27/08/2022
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Customer Experience & Innovation Manager F/H - Paris

Company Description

Publicis Sapient is searching for a Customer Experience & Innovation Manager to join our team to sell, shape and support digital business transformation (DBT), or 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 EMEA Strategy & Consulting capability group and have the opportunity to support multiple industry teams.

Job Description

Why join us ?
Publicis Sapient helps forward-thinking organizations thrive in the brave pursuit of Next by digitally enabling the way they work and serve their customers. 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.

The role of a CX&I Manager :

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; and use design research to iteratively test hypotheses underpinning the new experience as it evolves towards launch and beyond.

As a Manager in the CX&IC team, you will:

Work autonomously in the strategic ownership of larger, more complex projects from the client briefing through to final recommendations and delivery.
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, 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.


About You:

You champion the customer and evidence-based insight
You are passionate about delivering meaningful experiences which positively impact the lives of our clients’ customers
You display empathy, intellectual curiosity and openness to learn about new industries, new fields, new disciplines and are excited by change and learning 
You are able to see the big picture and zoom in on the details to impactful moments of the customer experience

What you need to have:

A strong portfolio of work demonstrating strong customer insight-driven design thinking across a diverse range of projects.
Experience participating in novel research and development programs that iteratively identify, test and refine new and innovative propositions, products and services.
Experience working collaboratively with colleagues and clients in a variety of different ways – flying solo, as part of an “consultancy” team, co-working with the client in “agile” teams.
A mind set that’s open to change and to challenge – you need to be curious, consultative, self-starting, collaborative, empathetic, helpful, not prepared to settle for ‘that’ll do’, resilient, and eager to learn. 
Pride and passion in your work

Additional Information

Starting date : ASAP

Location : Paris 20th district

Salary : As regard to the experience 


Type: Full-time

Function: Engineering



Zoom sur le métier de : Directeur du Marketing Direct

Maestro de la relation client, sa mission est de concevoir et mettre en œuvre de la politique de recrutement et de fidélisation de la clientèle en adéquation avec la stratégie marketing de l’entreprise.

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