Overview
Manager Customer Experience and Innovation Jobs in Dubai, UAE at Publicis Groupe
Company description
Publicis Sapient is adigital transformationpartner helping established organisations 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 andmodernmethods, fusing strategy, consulting and customer experience with agile engineering andproblem-solvingcreativity. United by our core values and ourpurposeof 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.
Overview
As a Manager in CX&I at Publicis Sapient, you act as a champion and advocate for the customer internally and to a wider external audience. You will lead our clients to understand changing customer expectations that will require them to deliver new,innovativeexperiences, propositions, products and services.
You are an eclectic thinker who can balance multiple considerations simultaneously including changing technologies, emerging business models and customer insight to identify new opportunities for our clients. Also, you will work collaboratively with all disciplines (and the client) to define how we will create customer and market insights that inspire the team and generate breakthrough solutions.
You will be well versed indesign thinking, systems thinking, and user research and the application of these techniques to uncover, identify and understand customer interests, motivations and behaviours, then work iteratively and collaboratively towards experiences that meet these customer needs.
You will use these techniques to help map out the customer experience and the business capabilities required to deliver it across the product lifecycle from strategy to delivery and post-launch.
Responsibilities
Strong with personas, blue print, and journeys:Use ‘design thinking’ and ‘systems thinking’ techniques to identify opportunity areas for new experience, propositions, products and services rooted in customer insights, then help converge thinking around feasible, viable and desirable solutions. Facilitate the creation of design / strategic artefacts – e.g. personas, as-is and future state customer journeys, service blueprints, storyboards, prototypes, user stories, etc.
User research expertise:Over 10 years of experience conducting, running,prototyping, and presenting user research using both qualitative and quantitative techniques across the product lifecycle from value proposition strategic user research to evaluative post-launch user testing research.
Industry knowledge:Expertise in one of the following industries to confidently engage with clients around specific discipline themes:
Financial Services
Energy
Government
Travel
Storytelling:
Comfortable to influence client decisions in terms of strategy and implementation using both stories as well as quantitative analysis. Be a strong communicator and moderator both internally and with clients, understanding different perspectives, seeking common ground and advocating customer value and business solutions.
Experience with strategy and delivery:Havehands on experiencewith shaping strategy and been in the trenches of delivering a product into the market with market success.
Travel:Be willing to travel at least 50% of the time in the re…
Title: Manager Customer Experience and Innovation
Company: Publicis Groupe
Location: Dubai, UAE
Category: IT/Tech
