Julie Nathan
Senior Manager Customer Experience and Innovation Consultant @Publicis Sapient
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WORK HISTORY
Senior Manager Customer Experience and Innovation Consultant @Publicis Sapient
Munich, DE
I lead cross-functional teams to shape customer experiences and drive transformation for global organizations in sectors like consumer goods, food & beverage, and healthcare. My work blends service design, CX strategy, and systems thinking to create practical pathways from insight to action.Key focus areas- Experience strategy for global platforms – Defined engagement models, journeys, and CX priorities across regions for multinational consumer brands undergoing digital transformation- Customer journey and loyalty innovation – Designed new ways to deepen relationships and drive retention in B2C and B2B contexts, including loyalty audits, platform value propositions, and governance frameworks- End-to-end research and sensemaking – Led qualitative research across multiple markets to identify emerging needs, decode behavior patterns, and inform product, brand, and organizational decisions- Cross-market alignment and facilitation – Facilitated workshops and co-creation sessions with stakeholders across business, tech, and creative functions to build shared vision and unlock action- Ecosystem and operating model design – Helped structure how teams, platforms, and content work together to deliver consistent and adaptive customer experiences.
EDUCATION
University of Michigan
BA, Communications, English (Double degree)
National University of Singapore
MBA, Marketing, Operations
SKILLS
ABOUT JULIE NATHAN
I help large organizations make sense of complexity and turn strategy into action—by shaping customer experiences, aligning teams, and designing systems that work. My work sits at the intersection of service design, experience strategy, and platform enablement, with a focus on loyalty, digital engagement, and operational change.Grounded in research and fluent in navigating cross-cultural teams and markets, I connect insight to impact—whether I’m mapping messy journeys, reframing legacy models, or helping global brands build cohesive digital ecosystems. I thrive in ambiguity, especially when bridging silos between business, brand, tech, and CX.
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