Senior Manager CX&I

Job description

Title: Sr. Manager-CX and I ( Customer Experience and Insights)

Location: Remote in EST/CST timezone but need to be local to one of Sapient office locations

Duration: 6+ months

Publicis Sapient Level & Job Title: Senior Manager CX&I

Type of Job: New Contracting Role

Req # to submit to:

Client: UnitedHealth Group

Openings: 1

Expected Start Date: ASAP

End Date: 6 months from start date

Location: This position does not require candidates to work on-site. Please aim to find candidates who live close to a PS office in case they are converted over permanently. EST or CST hours

Interview Process: 1-2 internal video interviews

Top Skills Required:

This person needs to comfortable with large scale stakeholder management and some Program Manager responsibilities (less than 20% of the role)

Senior Manager - CX&I (Customer Experience & Insights)

As a Senior Manager within CX&I, you will play a critical role in shaping and delivering best-in-class customer experiences across the organization. This role sits at the intersection of business, product, and customer strategy-requiring strong stakeholder management skills and the ability to influence senior leaders across multiple functions.

You will lead initiatives that translate customer insights into actionable strategies, ensuring experiences are seamless, data-driven, and aligned with business objectives. While the focus is primarily on CX and insights, this role will also include light program management responsibilities (

Key responsibilities include: Partner with senior stakeholders across product, marketing, operations, and technology to define and execute CX strategies

Lead the development and delivery of customer experience programs that enhance satisfaction, loyalty, and business outcomes

Translate qualitative and quantitative insights into clear, actionable recommendations

Drive alignment across teams, ensuring initiatives are delivered cohesively and with measurable impact

Facilitate workshops, working sessions, and executive-level presentations to guide decision-making

Support program governance, tracking progress, managing risks, and ensuring timely delivery of key initiatives (limited program management scope)

Champion customer-centric thinking across the organization

Skills & Experience

8+ years of experience in Customer Experience (CX), Customer Insights, Strategy, Consulting, or related fields

Proven experience managing large-scale stakeholder environments, including senior and executive-level stakeholders

Strong ability to influence, align, and drive consensus across cross-functional teams

Experience translating customer data and insights into business strategies and actionable initiatives

Exposure to or experience with program or project management (light oversight, governance, and coordination)

Excellent communication and storytelling skills, with the ability to present to leadership audiences

Strong analytical mindset with experience leveraging customer research, VOC programs, or behavioral data

Experience working in fast-paced, matrixed organizations

Worksite address

boston, MA, 02298, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.