Responsibilities

• Define the vision, strategy, and long-term evolution of the Customer Experience team.
• Establish best practices, frameworks, and methodologies that elevate strategic thinking across the brand.
• Champion a customer-first mindset and ensure insights are translated into actionable business and brand strategies.
• Represent the CX discipline internally and externally through thought leadership, innovation, and industry engagement.
• Serve as the executive strategic advisor to senior clients and internal leadership.
• Guide teams in uncovering customer, market, and business insights that inform integrated marketing and experience strategies.
• Partner with Capability and Client leaders to ensure strategic alignment across disciplines.
• Identify emerging trends, technologies, and research approaches that strengthen client recommendations.
• Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and high-performing culture.
• Build organizational capability through coaching, succession planning, and talent development.

Requirements

• Proven executive leadership experience building and leading strategic, cross-functional teams.
• Demonstrated success advising senior clients and influencing business strategy.
• Deep expertise in customer insights, research, experience strategy, and integrated marketing.
• 15+ years of experience in customer experience, insights, strategy, or marketing.
• 8+ years leading teams and developing organizational capabilities.

Preferred

• Agency and healthcare/pharmaceutical experience preferred.

Benefits

• Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.