Senior Manager Customer Experience & Innovation Consulting

Sr. Manager, Change Management & Customer Experience Transformation

Job Description

Publicis Sapient is seeking a Sr. Manager, Change Management & Customer Experience Transformation to join our Customer Experience & Innovation Consulting team.

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 Sapient s most strategic transformation programs, including AI-enabled operating model and customer experience initiatives for global enterprise organizations.

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.
• Bachelor s degree required.

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.

Success Characteristics

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.

• 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: $156,000 - $224,000

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 hiring@publicis.sapient.com