Job Description

Manager Customer Experience & Innovation Consulting

Publicis Sapient is seeking a Manager, Customer Experience & Innovation Consultant to join our Strategy & Consulting team, working with a global tobacco industry client undergoing major digital transformation.

In this pivotal role, you’ll lead client partnerships that define and deliver digital business transformation (DBT)—shaping connected customer experiences and innovative offerings that drive measurable growth.

You’ll collaborate across disciplines—strategy, design, product, and engineering—to turn insights into actionable roadmaps, value propositions, and service designs that enrich both customer experience and business performance.

Your Impact

• Frame client challenges and define strategic recommendations that create mutual business and customer value.
• Lead customer experience and innovation initiatives across products, services, and digital touchpoints.
• Collaborate with client and internal teams to develop customer value propositions supported by technology and emerging channels (mobile, web, voice,



chat, kiosk).
• Build and execute data and CRM strategies that drive personalized, connected customer journeys.
• Transform research and analytics into clear insights, recommendations, and initiatives with measurable impact.
• Facilitate client workshops, strategically guiding conversations around innovation and design.
• Plan, estimate, and manage project tracks—covering budgets, deliverables, and quality expectations.
• Partner in business growth efforts, supporting go-to-market strategies and long-term client relationships.
• Coach and mentor junior strategists, fostering team development and knowledge sharing.
• Contribute to integral thought leadership and practice advancement within Publicis Sapient’s Strategy & Consulting community.

Qualifications

Skills & Experience

• 7+ years of experience developing customer experience and innovation strategies for connected services and prod

📌 Manager Customer Experience (Bogotá)
🏢 Publicis Sapient
📍 Bogotá