Senior Associate, Customer Experience & Innovation Consulting

Senior Associate, Customer Experience & Innovation Consulting

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Job Description

Job Description

Publicis Sapient is searching for a senior associate “Customer Experience & Innovation Consultant” 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 North American Strategy & Consulting capability group and have the opportunity to support multiple industry teams.

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.

What success will look like for you:
Articulate and frame a client’s customer and business problems, and the mutual value of recommendations, initiatives, solutions and phases of a strategic roadmap
Leverage a breadth of experience in product innovation, service design thinking and customer research, supported by business strategy and technology into integrated and actionable strategy and execution that will delight and serve customers, bridging strategy concepts to designed products and services
Collaborate with clients and internal partners to generate strategies and value propositions that utilize innovative technology and emerging channels–web, mobile, social, chat, voice, kiosk, etc. – to compliment traditional modes of service
Synthesize information quickly, and apply this deftly through a combination of foresight, experience, and agility
Facilitate meetings and workshops with sensitivity to client and team needs
Ability to show the traceability and clear shaping of research, data and observations into actionable insights, implications, and initiatives for our clients
Help to grow the business–both in the strategy capability and in support of our industry go-to-market teams, being the champion for customer, market, and technology insights and strategy with clients and internal teams
As part of career growth, contribute to thought leadership internally in the form of practice development with the global Strategy & Consulting capability group; participate in the development and ongoing improvement of industry propositions and capability services through presentations and publishing

Qualifications

You’ll need these experience, skills & attributes:
Experience working with globally recognized and clients across different categories, or notable, exceptional work with mid-sized organizations
Experience with a range of customer experience strategy approaches, e.g. customer research and modeling, service design, new product innovation and value proposition development, prioritization methods, business case development, road-mapping, etc.
Proficient with experience modeling techniques and/or service design; mapping the customer experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
Experience bridging “digital” and non-digital products and services
Supported diverse project/product teams (or tracks within teams) in dynamic and fast-paced and globally diverse environments
Experience working and feeling comfortable in a multi-disciplinary team environment of strategists, design, engineers, product managers and clients
Attention to detail and ability to partner with clients and internal teams
Must be able to articulate clearly through exceptional oral and written communication skills; strong presenter and great listener
Willingness to contribute to new business development and revenue generation
A self-starter with an entrepreneurial spirit
Post-Covid, travel assumed (50%)

Set yourself apart:
Understanding of Agile approaches and tools
Experience managing tracks of work within a larger project
Differentiated experience in a service-based industry (retail, financial services, healthcare, insurance, etc.)

Career Level:
3-6 years of experience developing or supporting development of strategies or value propositions for connected services and products

Education:
Bachelor’s degrees in design, business, marketing, or equivalent military experience preferred, though professional experience prioritized

Additional Information

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[emailprotected]or you may call us at +1-617-621-0200.