Senior Associate, Change Management & Customer Experience Transformation

Company Description

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.

Overview

Publicis Sapient is seeking a Senior Associate, Change Management & Customer Experience Transformation to join our Customer Experience & Innovation Consulting team to work on a top 3 CPG client. 

 

This individual will support and lead key workstreams across 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 help ensure that transformation initiatives are successfully implemented, adopted, and sustained.

 

The ideal candidate brings a blend of change management expertise, human-centered design thinking, customer experience strategy, and transformation consulting. They are comfortable facilitating workshops, conducting stakeholder research, developing change strategies, creating communications and training programs, and measuring adoption outcomes.

 

This role will contribute to strategic transformation programs, including AI-enabled operating model and customer experience initiatives for global enterprise organizations.

Qualifications

 

• Support the development and execution of change management strategies for digital, AI, and customer experience transformations.
• Lead defined change management workstreams, connecting business objectives, operating model evolution, technology adoption, and employee experience.
• Conduct stakeholder assessments, change impact analyses, and organizational readiness evaluations.
• Develop change plans, roadmaps, and governance materials to support transformation initiatives.
• Partner with senior consultants and client stakeholders to identify risks, dependencies, and opportunities to improve adoption.
• 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, process maps, and future-state ways of working.
• Incorporate customer-centric principles into change, adoption, and transformation strategies.
• Support research and synthesis of customer and employee insights to inform transformation recommendations.
• Support organizations in adopting AI-enabled workflows, automation, and emerging technologies.
• Help design strategies that enable employees to transition to human + AI ways of working.
• Develop "What's In It For Me" narratives and role-based value propositions tied to business outcomes.
• Support capability-building and workforce readiness plans that accelerate AI adoption and proficiency.
• Identify adoption barriers and develop targeted interventions to address them.
• Develop communications and leadership engagement plans in partnership with senior team members and client stakeholders.
• Design and execute integrated communications, learning, coaching, and reinforcement activities.
• Support the development and activation of change champion networks and stakeholder engagement models.
• Develop adoption dashboards, KPIs, and measurement frameworks to assess readiness, proficiency, adoption, and value realization.
• Create and deliver change management materials, including communications, training content, stakeholder tools, and adoption resources.
• Track change progress and provide recommendations based on stakeholder feedback and adoption data.
• Build strong working relationships with client stakeholders and project team members.
• Facilitate workshops, working sessions, interviews, and stakeholder discussions.
• Synthesize research, data, and business insights into clear recommendations and executive-ready presentations.
• Present findings and recommendations to client stakeholders with support from senior team members.
• Collaborate effectively with product managers, designers, technologists, strategists, and other consulting team members.
• Contribute to proposals, business development, thought leadership, and internal knowledge sharing.
• Support and mentor junior team members on project delivery and change management practices.

Required Experience

• 5–7 years of experience in change management, organizational transformation, customer experience consulting, digital transformation, management consulting, or a related field.
• Experience supporting or leading change initiatives associated with technology implementations, operating model redesign, digital transformation, or emerging technology adoption.
• Hands-on experience with stakeholder analysis, change impact assessments, readiness evaluations, and adoption planning.
• Experience developing and executing communications, training, learning, and stakeholder engagement strategies.
• Strong workshop facilitation, storytelling, and presentation skills.
• Ability to synthesize complex information and translate it into clear, actionable recommendations.
• Ability to work effectively in a fast-paced, collaborative consulting environment.
• Must have industry experience in either Auto, CPG, or Retail. 
• RTO: Must work onsite 3 days a week.
  • Locations: NYC, Chicago, Boston

Additional Information

• An inclusive workplace that promotes diversity and collaboration.
• 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
• Pay Range: $115,000-125,000

The range shown represents a grouping of relevant ranges currently in use at Publicis Sapient. Actual range for this position may differ, depending on location and specific skillset required for the work itself.

 

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 [email protected]