J F Grossen
Global VP of Customer Experience @Publicis Sapient
Signup · Get unlimited contacts
WORK HISTORY
Global VP of Customer Experience @Publicis Sapient
New York, NY, US
I lead Experience strategy and delivery for global, high‑complexity accounts including McDonald’s, Port Authority of NY NJ, Taco Bell, and Marriott, helping organizations transform how people engage with brands across digital, physical, and service‑led environments. My work focuses heavily on Travel + Hospitality, Energy + Commodities, Health and consumer platforms, where I partner with executive stakeholders to modernize customer journeys, scale design systems, and translate business ambition into durable, enterprise‑ready experiences.My expertise sits at the intersection of human‑centered design, Conversational UX, and AI‑enabled experiences. I help teams apply emerging technologies—AI, intelligent personalization, and agent‑ready patterns—not as novelty, but as practical tools embedded into experience strategy, content systems, and operating models. Known for working deeply across strategy, product, engineering, and data, I focus on building intelligent, measurable experiences that improve customer satisfaction, unlock growth, and create long‑term value for both clients and Publicis Sapient.
EDUCATION
Ohio University
Bachelor of Arts (B.A.), Graphic Design; Animation and Video Production
UrbanGlass
Neon Art Makers Intensive
SKILLS
ABOUT J F GROSSEN
I’m a future-focused creative executive and Global VP of Customer Experience at Publicis Sapient, leading large-scale digital business transformation across travel, hospitality, and adjacent consumer ecosystems. I specialize in translating emerging technologies—generative AI, conversational interfaces, digital identity, and intelligent systems—into human-centered experiences that feel intuitive, trusted, and transformative. With 25+ years of global leadership spanning design, product, and service innovation, I bridge strategy, engineering, and storytelling to shape hybrid physical-digital journeys that elevate how people move, stay, explore, and connect. My work includes enterprise transformation initiatives with Marriott International, Port Authority of NY NJ and McDonald\'s, alongside innovation programs for Taco Bell, IKEA, GE, AT & T, Shell, and Volkswagen. Previously, I served as VP of Design at HERE Technologies in Berlin and as Global Executive Creative Director for IKEA at frog, leading multidisciplinary teams across the US and Europe to bring intelligence, scale, and imagination into complex global systems.At Publicis Sapient, my work centers on reinventing guest and employee journeys in travel and hospitality. I spearhead generative AI incubators and digital identity initiatives—helping clients like Marriott, Delta, and McDonalds leverage AI and voice tech to create personalized, engaging and secure experiences. I also champion integrated employee‑experience platforms, demonstrating how fine‑tuned EX strategies directly elevate CX outcomes. I’m passionate about building the talent, tools, and workflows that empower designers, developers, and data scientists to generate impact. I believe the future belongs to ecosystems where AI, voice, and spatial interfaces augment human empathy, creativity, and collaboration. Outside the studio, curiosity fuels me—through travel, art, food, and music. With my travel-writing partner and adventurous son, I continue exploring beautiful experiences worldwide, always searching for the next narrative that bridges connection, culture, and innovation.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.