Senior Manager, Change Management & Customer Experience Transformation

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 20000 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

Publicis Sapient is seeking a Sr. Manager Change Management & Customer Experience Transformation to join our Customer Experience & Innovation Consulting team and work on a Top 3 CPG Client.

This individual will help lead large-scale business and digital transformations with a particular focus on AI-enabled operating model change customer and employee experience transformation organizational readiness adoption and value realization. The role will partner closely with product teams designers technologists and business stakeholders to ensure that transformation initiatives are not only implemented successfully but embraced adopted and sustained by the people who use them.

The ideal candidate brings a blend of change management expertise human-centered design thinking customer experience strategy and transformation consulting. They are equally comfortable facilitating executive workshops designing change strategies conducting stakeholder research leading communications and training programs and measuring adoption outcomes.

This role will support some of Publicis Sapients most strategic transformation programs including AI-enabled operating model and customer experience initiatives for global enterprise organizations.

Qualifications

Lead Transformation & Change Programs

• Develop enterprise change management strategies for large-scale digital AI and customer experience transformations.
• Define change approaches that connect business objectives operating model evolution technology adoption and employee experience.
• Conduct stakeholder assessments organizational readiness evaluations and change impact analyses.
• Establish governance structures and change operating models to support transformation success.

Drive Customer & Employee Experience Transformation

• Partner with experience strategists service designers and transformation teams to translate future-state experiences into organizational change requirements.
• Assess how new customer experiences processes and technologies impact employee roles and ways of working.
• Develop role-based experience journeys processes and future-state operating models.
• Ensure customer-centric principles are embedded within transformation and adoption strategies.

Enable AI & New Ways of Working

• Support organizations in adopting AI-enabled workflows automation and emerging technologies.
• Design strategies that help employees effectively transition to human AI ways of working.
• Create Whats In It For Me narratives and role-based value propositions tied to business outcomes.
• Define capability-building and workforce readiness plans that accelerate AI adoption and proficiency.

Communications Training & Adoption

• Develop executive communication strategies and leadership engagement plans.
• Design integrated communications learning coaching and reinforcement programs.
• Build change champion networks and stakeholder engagement models.
• Create adoption dashboards and measurement frameworks to assess business readiness proficiency and value realization.
• Design and execute change management roadmaps including creation and delivery of training materials communications content and measurement and measurement frameworks.

Consulting & Client Leadership

• Build trusted relationships with client stakeholders and executive sponsors.
• Facilitate workshops working sessions and strategic discussions.
• Synthesize research and business insights into compelling recommendations and executive presentations.
• Mentor junior consultants and contribute to practice growth business development and thought leadership.

Required Experience

• 7-12 years of experience in change management organizational transformation customer experience consulting digital transformation or management consulting.
• Hands-on experience leading enterprise change initiatives associated with technology implementations operating model redesign or AI transformation.
• Experience conducting stakeholder analysis change impact assessments readiness evaluations and adoption planning.
• Experience designing and delivering communications training learning and engagement strategies.
• Strong workshop facilitation and executive presentation skills.
• Bachelors degree required.
• Industry Experience: CPG Auto or Retail
• RTO: Must work onsite 3 days a week.
  • Locations: NYC Chicago or Boston

Preferred Experience

• Experience supporting AI data analytics marketing transformation or digital product implementations.
• Experience working within CPG consumer products retail or marketing organizations.
• Knowledge of human-centered design service design journey mapping and customer experience methodologies.
• Familiarity with Prosci Kotter ADKAR or equivalent change management frameworks.
• MBA or advanced degree preferred.

The ideal candidate:

• Puts people at the center of transformation.
• Thinks strategically while driving practical execution.
• Understands both customer experience and organizational change.
• Can translate ambiguity into clear action plans.
• Brings data-driven rigor to adoption and value realization.
• Thrives in fast-paced environments and complex stakeholder landscapes.
• Is passionate about helping organizations evolve their culture capabilities and ways of working to realize the full value of AI and digital transformation.

Additional Information

• 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
• Pay Range: $156000 - $224000

The range shown represents a grouping of relevant ranges currently in use at Publicis Sapient. Actual range for this position may differ depending on location and specific skillset required for the work itself.

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

Required Experience:

Senior Manager