Company descriptionPublicis Sapient is a digital transformation partner helping established organisations 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.
OverviewAs a Manager in CX&I at Publicis Sapient, you act as a champion and advocate for the customer internally and to a wider external audience. You will lead our clients to understand changing customer expectations that will require them to deliver new, innovative experiences, propositions, products and services.
You are an eclectic thinker who can balance multiple considerations simultaneously including changing technologies, emerging business models and customer insight to identify new opportunities for our clients. Also, you will 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.
You will be well versed in design thinking, systems thinking, and user research 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.
Responsibilities- Strong with personas, blue print, and journeys: Use ‘design thinking’ and ‘systems thinking’ techniques to identify opportunity areas for new experience, propositions, products and services rooted in customer insights, then help converge thinking around feasible, viable and desirable solutions. Facilitate the creation of design / strategic artefacts - e.g. personas, as-is and future state customer journeys, service blueprints, storyboards, prototypes, user stories, etc.
- User research expertise: Over 10 years of experience conducting, running, prototyping, and presenting user research using both qualitative and quantitative techniques across the product lifecycle from value proposition strategic user research to evaluative post-launch user testing research.
- Industry knowledge: Expertise in one of the following industries to confidently engage with clients around specific discipline themes:
- Financial Services
- Energy
- Government
- Travel
- Storytelling: Comfortable to influence client decisions in terms of strategy and implementation using both stories as well as quantitative analysis. Be a strong communicator and moderator both internally and with clients, understanding different perspectives, seeking common ground and advocating customer value and business solutions.
- Experience with strategy and delivery: Have hands on experience with shaping strategy and been in the trenches of delivering a product into the market with market success.
- Travel: Be willing to travel at least 50% of the time in the region.
Qualifications- Proven record of relevant experience in leadership position from a consulting practice, digital agency, product firm, start-up, or unique combination of these
- You have a strong understanding of customer experience craft, and have roots in creating experiences and solutions for a range of digital products or services
- You have examples of work where you demonstrate your ability of complex problem solving, translating insights into opportunities to arrive at a design solution that created impact
Nice to have:
- Experience working in Saudi and/or UAE
- Arabic speaker
- Experience in UI/UX design work
Additional informationBenefits 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
