As Experience Director, Financial Services you will take a leading role in working with our FS clients to create meaningful and impactful human-centered experiences in a fast-paced and rapidly changing environment.

You will take a national role collaborating with the Industry Leads, Client Partners and Marketing to build our profile in market and generate awareness of Publicis Sapient as a trusted leader in Customer Experience through go to market activity and thought leadership. You will co-develop propositions and build a pipeline and portfolio of transformational Experience work spanning Service Design, Digital Product Design, Platform Implementations and AI-powered Experiences, and as part of the financial services team play a lead role supporting Experience and technology modernisations.

Given our ambition to become a recognised transformation partner for experience innovation, we are looking to expand our footprint within Financial Services to include our Experience offering. You will play a key role in helping to position Publicis Sapient Experience Services within the sector, working alongside Engineering, Strategy and Data capability leads, as well as an optional secondary role in supporting our Retail and Insurance clients from a project perspective.

You will be building and growing positive client relationships with target clients including Westpac, CBA, Suncorp and NAB, as well as new entrants with a digital attacker / next gen banking proposition. You will lead CX engagements across advisory and delivery programs of work that optimise, evolve and innovate the experiences these organisations provide to customers and colleagues. You will lead Experience practitioners and cross-discipline teams on projects and business development pursuits. As a senior leader in the Experience Capability Group you will support growth and culture building initiatives, operations and play a key role in mentoring and inspiring the team.

Your impact with clients

• You provide thought leadership and advisory services to clients that bring together market leading CX transformation services in the context of the Financial Services business and market context
• You bring an insightful understanding of our client’s needs and frame how their competitive advantage drives customer and business value
• You passionately evangelise for excellence in brand and customer experience and Design, both internally and with clients when addressing challenges and opportunities front stage as well as back stage service design
• Engaging board and management level stakeholders in a regular dialogue about CX, helping them identify opportunities, see and address challenges and make choices about their transformation imperative
• You’re passionate about nurturing and growing client relationships to shape the strategies that deliver business value and increase customer engagement
• You are confident in managing complex client engagements and stakeholder environments and relationships, a confident and articulate communicator
• Guides executive level in understanding application of design methods, facilitates workshops and co-creation with exec level participants to drive consensus and action

Your impact in the market

• You proactively build our profile in market, developing thought leadership and generating awareness of Experience innovation and digital transformation at Publicis Sapient
• Collaborate and partner with the FS industry lead, client partners and other capability leads to position Experience Services with key clients/accounts and generate and respond to opportunities within current, target and prospect clients
• Develops propositions and builds a pipeline of transformational Experience work spanning Service Design, Product Design, Design Research, AI-driven Experiences and Content Design

Qualifications

Your Skills & Experience

• 12+ years’ experience in Experience Strategy & Design from a leading consulting firm, agency, product company or enterprise organisation
• Experience and established networks in the Financial Services space, with breadth or exposure to other industries such as retail and insurance a plus
• Deep expertise or training in one or more crafts within the Experience capability, with a solid understanding of two or more core experience practises spanning Service Design, Product Design, Design Research.
• Experience developing AI propositions and delivering AI powered products and services highly regarded
• Experience leading large scale, Agile experience-led digital transformation projects end to end from problem space to solution concept to build and scale
• An expert thinker and doer, collaborator and mentor that brings out the best in others

Company Description

Publicis Sapient, the digital business transformation hub of Publicis Groupe, helps clients drive growth and efficiency in a world where consumer behaviour and technology are catalysts for social and commercial change at an unprecedented pace. With 20,000+ people and over 100 offices around the globe, 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. Combined with our culture of innovation, we deliver on complex transformation initiatives that accelerate our clients’ businesses by creating products and services that engage current and new customers.

In our experience design teams, we use empathy to create products that are fully human-centred. Our teams must reflect the different experiences of the people that use them and include people of colour, women, people identifying as LGBTQIA+, carers, people of all beliefs, ages and abilities. We value a diversity of voices and perspectives in our team.