Publicis Sapient is a digital transformation consultancy. We help some of the biggest companies in the world create a unique strategic advantage with our digital, strategy, consulting, and technology services.

We’ve been working in digital innovation for more than 3 decades and have created numerous world-firsts - including the first online seat selector for United Airlines, the first digital menu boards for Dunkin Donuts and the first digital trade finance bank for AGTB. We’ve also developed entirely new propositions like Marriot Homes and Villas to disrupt Airbnb, and we’re even helping develop NEOM, an entirely new city in Saudi Arabia.

We bring a startup mindset and agile methods to both established companies and the public sector to unlock value in ways that delight their customers and improve their operational effectiveness. Our approach to transformation is built from outside-in, challenging conventions and uniquely fusing strategy and design, data science and engineering with an enduring culture of creative problem-solving.

We are looking for senior leader to join our rapidly growing global community of CX & Innovation Consulting practitioners. We’re looking for an expert with deep Service Design experience to join the London team and drive impact working as part of the Financial Services International team, but with the ability influence our global offerings.

The role has two key requirements:

1. We’re looking for a renowned Service Design expert– As a Senior Director within CX & Innovation Consulting, you will champion Service Design methods and tools as a way to solve complex problems and accelerate value realisation. As an expert within the field, you will help work with our global leads to further codify, simplify and standardise the tools that we use on a global basis.

2. Deep Financial Services experience: You will work within the Financial Services International team. As such, you should have extensive financial services expertise having worked across Retail and/or Business Banking with at least 5+ years of experience within the industry. Your focus has been on driving digital business transformation within large legacy players, as well as newer Neo Banks.

Overall, you will have at least 10+ years of CX and Innovation Consulting experience, obtained either client-side or from within a major consulting or design firm. Deep customer research and analytics skills is core to your DNA. Prior experience within programmes and strategies with multi[1]million dollar and global scale and reach is expected. Also expected are skills, interest and experience in technology and using technology to drive value accretive experience-led transformations.

• Significant experience and recognized expertise in Financial Services–either at a consulting firm, or client side
• Experience working with global Tier 1 brands and clients across different categories in a relevant role as and experience strategist and service designer
• Demonstrated experience in DBT strategy; customer journey transformation; agile-at-scale concepts, new proposition, product, service and business model innovation; customer value management; innovation capability building
• Extensive knowledge of, and experience with, a range of Service Design methods and tools including: o Service Design modeling and blueprinting o Customer archetype, segmentation, and actor map creation o Prioritization frameworks o Roadmap development
• Expertise in analysis of research (and research findings) and their use in encouraging qualified thinking, strategy development and briefing

Benefits include flexible working, life assurance, dental insurance, income protection, private healthcare for you and your family (including pre-existing conditions and mental health coverage), pension scheme, and a 24-hour Employee Assistance Programme to help with any life difficulties. 

We also offer a huge range of learning opportunities, with thousands of courses available to help you build both your professional and personal skills. 

Our culture
We’ve built a nurturing and open culture that champions every individual in their growth. We support our colleagues through business resource groups and safe spaces that focus on gender, LGBTQ+, race and ethnicity, caring, mental health and disability (both visible and non-visible).

We are signed up to the UK Race at Work Charter as part of our long-term commitment to improve representation, inclusion and belonging for Black and minority-ethnic talent. Everyone is offered training in accessible design, unconscious bias, allyship and mental health first aid.