Senior Manager Customer Experience & Innovation Consulting (CONTRACT)

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 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.

Job Description

As a Contract/Freelance Senior Manager, Customer Experience & Innovation (CX&I) Consulting, you will lead digital business transformation (DBT) strategy engagements, focusing on innovative and connected solutions for our clients and their customers.
Specifically, you will work on a projects for one of the world’s largest battery manufacturer, where we are executing key initiatives to drive digital engagement and improve customer experience. This includes Direct-to-Customer solutions, seamless core collection of dead batteries for recycling, and end-to-end order management and delivery tracking.

Your role will encompass all phases of strategy, whether for an enterprise or a specific product/service. You will sell, shape, and support DBT strategies within the Salesforce Commerce Cloud ecosystem, ensuring clients achieve seamless, customer-centric solutions.

Please note: This is a long term contract role for a defined temporal term subject to possible extension or hire. Must be willing to travel to Monterrey, Mexico ideally twice a month at the beginning for workshops and to build their relationship with the client. Travel expenses fully covered.

Your Impact:

• Provide senior-level consulting, planning, and leadership of digital business transformation (DBT) strategy, new product innovation, and service design journey reinvention projects. You will ensure that all client solutions, including eCommerce, battery recycling logistics, and order management, are aligned with their business goals.
• Participate in all phases of strategy development, from context framing to value proposition development, roadmaps, and continuous consultation. You will work closely with clients to define clear goals, translate these into actionable plans, and guide execution.
• Articulate and frame a client’s customer and business problems, and clearly communicate the value of recommendations, initiatives, solutions, and phases of a strategic roadmap. For example, you will outline how a seamless battery return process can enhance customer experience and streamline operations, or how real-time order tracking can improve customer satisfaction.
• Leverage your breadth of experience in customer insight, market insight, business strategy, product and service design thinking, and technology to develop strategies that maximize the potential of the Salesforce Commerce Cloud platform. You’ll ensure that these strategies are not just visionary but also executable and measurable, delivering both customer satisfaction and business ROI.
• Advocate for customers and colleagues within a B2B and B2C framework, emphasizing the importance of the customer’s experience when collaborating with cross-disciplinary teams, company leaders, and analysts. Your advocacy will ensure that the experience thinking grows and influences the direction of direct-to-customer platform and battery collection initiative.
• Lead point of view development for new business opportunities by identifying areas of organic growth within existing projects and relationships.
• Synthesize information quickly, deftly applying foresight, experience, and agility to quickly pivot and adjust strategies based on client needs or market trends.
• Facilitate high-stakes meetings, working sessions, and workshops with both clients and internal teams, ensuring sensitivity to client and team needs
• Trace and clearly shape data and observations into actionable insights, implications, and initiatives for our clients.
• Lead strategic engagements that involve shaping customer experience strategies through deep analysis and understanding of generative research, as well as ‘lean’ or hypothesis-led approaches that use the principles of design thinking to build strategies.
• Devise and manage projects and key tracks of work (including other individuals) in accordance with established budgets, work plans, and quality standards, while demonstrating measurable value and satisfaction for the client.
• Collaborate with clients and internal partners to generate ideas, products, and strategies that utilize innovative technology and emerging channels–web, mobile, social, chat, kiosk, etc.–to complement traditional modes of service.
• Contribute to thought leadership internally by participating in the development and ongoing improvement of industry propositions and capability services.

Qualifications

Your Skills & Experience

• Proven ability in DBT strategy, customer journey transformation, and service design in Retail industry/E-Commerce
• Understanding of the retail industry, especially in managing both B2B and B2C online channels, and how customers interact with online platforms.
• Experience providing senior-level consulting, planning, and leadership of experience projects
• Extensive knowledge of, and experience with, a range CX methodologies including experience modeling, customer type creation, prioritization, roadmap development, etc.
• Expertise in the analysis of research findings and their use in informing and driving experience solutions
• Highly proficient at experience modeling techniques; mapping the customer/associate experience across their end-to-end journey and identifying critical moments that drive value to both the customer and the business
• Comfortable working with UX colleagues to explore concepts and steward the clear direction of experience concepts and prototypes to both learn via customer validation research and to inform the prioritization of a roadmap or Minimal Viable Product.
• Must be able to articulate design concepts, strategies, and roadmaps clearly through exceptional bilingual oral and written communication skills
• Ecommerce experience preferred;
• Excellent communication skills, able to clearly articulate complex strategies, roadmaps, and solutions.
• Ability to collaborate across design, management consulting, and technology teams to deliver integrated solutions.
• Familiarity with Salesforce Core/Commerce/OMS is highly valued (not a must)
• Fluent in Spanish and English to interact with US and India based teams. The client is Spanish speaker.

Additional Information

Contract Details: Expectation for weekly hours for the duration of the contract.

This a full-time contract, please expect to work 40-hours per week for the duration of the contract.