Associate Strategy and Consulting - Customer Experience & Innovation

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. As digital pioneers with 20,000 people and 53 offices around the globe, our experience spanning technology, data sciences, consulting and customer obsession – combined with our culture of curiosity and relentlessness – enables us to accelerate our clients’ businesses through designing the products and services their customers truly value. Publicis Sapient is the digital business transformation hub of Publicis Groupe. For more information, visit https://www.publicissapient.com/ 

As a member of the Customer Experience and Innovation craft in our Strategy and Consulting domain, you will contribute to the development of innovative strategies to improve customer experience, business performance and to lead our clients through digital change. You will work across a range of projects including business, customer and digital strategy, digital product innovation, business cases and roadmap development.

You will work at the intersection of innovation in technology, business and customer experience to conceive, develop, design and deliver new experiences that will transform businesses and make life better for millions of our clients' customers. You will harness deep customer research, insight and understanding to identify, test and validate new opportunities, then shape them into market-defining, differentiated strategies and solutions for our clients. You likely have some grounding in Strategy and/or Consulting from a leading consulting firm, start-up, or from within industry. You have a genuine interest in how technology can drive strategy.

• Take ambiguous and complex business problems and use research and assessment capabilities to define the opportunity set and recommend actionable next steps.
• Apply the tools and principles of customer experience strategy to help our clients develop strategies that maximize value both for their customers and their business.
• Bring rigor to a client’s decision-making process by inputting to cost/benefit analysis, presenting and evaluating solution options, and seeking consensus among key team members and stakeholders.
• Define, scope and plan customer led, digital solutions for clients. This includes determining how to measure customer and business value, modeling current/future business capabilities and identifying the organizational, cultural and operational changes required to successfully unlock value.
• Support development of project proposals, approach and selection of tools and frameworks.
• Support discrete activities or end to end streams of work as part of project delivery, including development of discussion guides, leading customer and client interviews, workshop facilitation, data synthesis and analysis and preparation of deliverables.

• At least 2 years’ relevant experience, including a focus on customer and/or digital.
• Experience with a range of customer experience strategy approaches, e.g. customer research and modelling, service design, new product innovation, differentiated value propositions and market positioning, prioritization methods, business case development, road-mapping, etc.
• You understand the fundamentals of business strategy, opportunity assessment and financial modelling.
• A quick learner, constantly pushing yourself to learn new approaches, ideas, perspectives, etc.
• Cool under pressure and in unpredictable circumstances. Thrive in ambiguous environments, and in informal, loosely structured and creative work environments.
• Personality! An enthusiastic participant and a thoughtful observer when the moment calls for it.