Manager CX & Innovation Consulting - Travel Industry

About the role

Publicis Sapient is looking for a Manager in Customer Experience & Innovation Consulting, specialist in the travel industry, based in Milan. You will shape and deliver customer experience strategies that drive business growth and innovation, working with cross-functional teams to turn data, technology and human-centered design into seamless, engaging experiences.

Key responsibilities

• Lead customer experience strategy engagements with clients, defining their vision, goals and roadmap.
• Develop and implement customer journey maps, service blueprints and experience frameworks.
• Work with business, design and technology teams to align customer needs with digital solutions and operational improvements.
• Use customer data, analytics and research to find pain points and innovation opportunities.
• Promote consistent adoption of customer experience best practices across touchpoints and channels.
• Manage and mentor a team of consultants on strategy, design and execution.
• Partner with senior stakeholders to influence decisions and secure buy-in for CX initiatives.
• Keep up with industry trends and emerging technologies.

Required profile

• Significant experience in customer experience strategy, management consulting or digital transformation.
• Proven track record of leading complex CX projects with cross-functional teams.
• Experience in customer research, usability testing and data-driven decision-making.
• Excellent communication and stakeholder management skills, including with C-level executives.
• Additional value: certifications in CX, service design or design thinking; experience in retail, financial services or healthcare; knowledge of AI, automation and personalization; background in change management.

Required skills

• Customer journey mapping, service design and experience strategy.
• CX platforms, design thinking and agile frameworks.
• Analytical and problem-solving skills.

What we offer

• Gross annual base salary of EUR 55,300 to 70,000, excluding variable pay and benefits.
• Health benefits for you and your family, generous paid leave and holidays.
• Wellness program and employee assistance.
• Career growth and training opportunities in a global, agile organization.