Manager CX & AI (M/F)

Company Description

Ready to turn vision into action?

Magellan is an international Management and Technology Consulting Group. Our strength lies in our ability to combine business expertise and technological excellence to support companies and public organizations throughout their transformation journeys.

VISION IN ACTION

In an environment where change is accelerating, organizations must continuously reinvent their models to remain competitive. To address these challenges, we support our clients from strategy definition through operational implementation, combining business expertise, technological mastery, and execution capabilities.

Joining Magellan means becoming part of a community of 6,700 committed professionals united by a shared ambition: understanding challenges in all their complexity to build practical, actionable solutions that are closely aligned with real\-world needs.

Job Description

AI is transforming Customer Experience (omnichannel journeys, CRM, Voice of Customer, AI\-augmented CX) and the Employee Experience of client\-facing staff. This role is aimed at an experienced CX \& AI Manager, capable of operating across engagement leadership, AI\-driven transformation, and business development.

YOUR MISSIONS

As a CX \& AI Manager (M/F), you operate with full autonomy across three pillars: engagement leadership, AI\-driven transformation, and business development.

Engagement leadership \& Delivery:

• CX Strategy \& Journeys: design and optimise omnichannel customer journeys (e\-commerce, retail, customer relations)


• CRM \& VoC Ecosystem: lead CRM transformation projects and implement Voice of Customer frameworks to drive real\-time satisfaction monitoring


• Project Direction: scope challenges, manage budgets, and ensure deliverable quality for business and marketing leadership


• Team Management: mentor and develop consultants on your engagements

• AI\-Augmented CX: identify AI use cases to streamline the customer experience (real\-time personalisation, conversational agents, sentiment analysis)


• Employee Experience (EX): redesign tools and processes for client\-facing staff leveraging AI (advisor assistant, automation, intelligent knowledge base)


• Acculturation: champion the AI vision with CX decision\-makers

• Business Development: identify opportunities, lead commercial proposals, and participate in RFP responses (priority BtoC and Retail)


• Offering Structuring: contribute to enriching the practice by creating methodologies and accelerators dedicated to AI\-driven CX

6 to 10 years of experience at a consulting firm, with a strong specialization in Customer Relationship, CRM, or E\-commerce. B2C and B2B positioning is expected. CX Expertise: Mastery of service design methodologies, journey mapping, and market CRM tools (Salesforce, Adobe, etc.).

Knowledge of customer contact centers is also expected. AI Culture: You are not necessarily a data scientist, but you fully understand AI capabilities (GenAI, LLM, automation) and know how to translate them into business benefits for the client or employee. Soft

Skills: Strong leadership, ability to lead engagements with full autonomy, and a "partner" posture with senior\-level clients.

Additional Information

By joining Magellan, you will work within multidisciplinary teams and contribute to impactful projects at the heart of major transformations: Generative AI, intelligent platforms, social and environmental challenges, and more.

What Magellan guarantees you: a professional experience that is people\-centered, enriching, and fulfilling!

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