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About the Role

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. 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.

Responsibilities

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.
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.
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 "What's 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.
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.
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.

Requirements

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.
Industry Experience: CPG, Auto or Retail
Must work onsite 3 days a week.
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.

Skills

Change Management
Customer Experience Transformation
AI-enabled operating model change
Organizational readiness
Adoption
Value realization
Human-centered design thinking
Customer experience strategy
Transformation consulting
Executive workshops
Change strategies
Stakeholder research
Communications
Training programs
Adoption outcomes
AI
Human + AI ways of working
Capability-building
Workforce readiness
Executive communication strategies
Leadership engagement
Integrated communications
Learning
Coaching
Reinforcement programs
Change champion networks
Stakeholder engagement models
Adoption dashboards
Measurement frameworks
Change management roadmaps
Training materials
Communications content
Client leadership
Workshop facilitation
Executive presentation skills
Data-driven rigor

Location

NYC
Chicago
Boston

Work Type

Onsite (3 days a week)

Experience Level

7-12 years
Sr. Manager

Education Level

Bachelor's degree
MBA or advanced degree preferred

Salary/Compensations

$156,000 - $224,000

Benefits

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

About the Company

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.

Equal Opportunity

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