Director Customer Experience & Innovation Consulting - Director - FSI
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Key skills for this role
About the Role
Publicis Sapient seeks a Director of CX & Innovation Consulting to lead experience and innovation strategy services across the MENA region. The role involves business development, team leadership, and driving digital transformation for clients in financial services, energy, government, and travel.
Key Skills for This Role
Responsibilities
- Lead business development efforts, including identifying opportunities, shaping proposals, and leading pitches for new and existing clients
- Cultivate trusted advisor relationships with C level clients to grow accounts year over year
- Manage financial forecasting, utilization, profitability, scope, margins, and resource allocation
- Act as a thought leader in Strategic Design and Innovation across the MENA region
- Lead, mentor, and scale a diverse experience team of CX strategists and designers
- Lead client engagements across the entire product lifecycle from strategy through delivery and optimization
- Champion rigorous qualitative and quantitative user research throughout the lifecycle
Requirements
- 15+ years in customer experience, product strategy, or digital transformation
- Minimum 5 years in a senior leadership role (Director level or above) within a top tier consulting firm, digital agency, or product organization
- Proven track record of building, managing, and scaling CX teams, including managing team finances, utilization, and P&L
- Proven track record of growing client accounts and winning new business
- Proven track record of managing the full product lifecycle from strategy through delivery and post launch measurement
- Deep expertise in Financial Services, Energy, Government, or Travel
- Willing to travel or be at client site at least 80% of the time across the MENA region
- Business level fluency in English
Full Job Posting
Job Description
- Director Customer Experience & Innovation Consulting
- As a Senior Leader, CX & Innovation Consulting, you will be responsible for the growth, development, and execution of experience and innovation strategy services across the MENA region and beyond.
- The role works at the intersection of strategy and design and will focus on driving opportunities within the C Suite and senior management teams.
- Publicis Sapient has clients across several industries spanning Financial Services, Energy, Government, to Travel.
Your Impact
- You will have at least 15 years of CX and Innovation Consulting experience.
- Deep customer research and analytics skills is core to your DNA, as is the use of service design / design thinking to drive product strategy and innovation.
- As a Senior Leader, you will be expected to drive business development around diverse range of spaces.
- You will be evaluated based upon your impact on the capabilities of the team, the work, and the commercial contribution.
Core Consulting & Leadership Capabilities
- Business Development: Lead business development efforts, including identifying opportunities, shaping proposals, and leading pitches.
- Financial & Commercial Management: Understand P&L for your practice area.
- Market Presence: Act as a thought leader in Strategic Design and Innovation across the MENA region.
- Domain Authority: Leverage deep expertise in Financial Services, Energy, Government, or Travel.
- Team Development: Lead, mentor, and scale a diverse experience team.
- Operational Management: Oversee resource allocation and utilization across the team.
- End to End Lifecycle Authority: Lead client engagements across the entire product lifecycle.
- Craft Mastery: Deep expertise in design thinking, systems thinking, user research, service design.
- Research & Insights: Champion rigorous qualitative and quantitative user research.
- Storytelling: Comfortable influencing client decisions on strategy and implementation.
Skills & Experience
- Experience: 15+ years in customer experience, product strategy, or digital transformation, with a minimum of 5 years in a senior leadership role.
- Proven Track Record: Building, managing, and scaling CX teams; growing client accounts; managing full product lifecycle; owning CX & Innovation project revenue.
- Skills: Creative and analytical problem solver; excellent written, verbal, numerical, and presentation skills; strong appreciation for new technology.
- Travel: Willing to travel or be at client site at least 80% of the time across the MENA region.
- Language: Business level fluency in English.
Additional Information
- Fully paid annual leave of 22 working days
- Free private health insurance extended to employee and direct dependents
- Return air ticket to home country per year to employee and direct dependents
- Schooling allowance offered based on the policy
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