Job Title: Customer Experience (CX) Director
Location: Riyadh, Saudi Arabia
Industry: Professional Services / Management Consulting
Seniority: Director
Role Overview
My client is seeking an experienced Customer Experience (CX) Director to lead large-scale CX transformation programs for clients across Saudi Arabia. The ideal candidate brings deep knowledge of the Saudi market, a proven track record in designing and delivering customer-centric strategies, and strong leadership capabilities within a consulting environment. This role will shape the CX vision for major public and private sector organizations and oversee multidisciplinary teams to drive measurable business impact.
Key Responsibilities
Client Leadership & Delivery
- Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization.
- Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders.
- Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks.
- Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets.
Strategy & Thought Leadership
- Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics.
- Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation.
- Contribute to internal capability building, including frameworks, methodologies, and CX tools.
Business Development
- Identify and cultivate new business opportunities within the Saudi market.
- Lead proposal development, pitch presentations, and commercial negotiations.
- Build and maintain strong relationships across key client accounts and government entities.
Team Leadership
- Manage and mentor multidisciplinary teams including CX strategists, service designers, analysts, and delivery managers.
- Foster a collaborative, high-performance culture and support professional development of team members.
- Coordinate with cross-functional teams such as digital, data analytics, customer service, and operations.
Qualifications & Experience
- 10+ years of experience in Customer Experience, Service Design, Customer Strategy, or related fields.
- Saudi market experience is essential, with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism).
- Experience working in a top-tier consulting firm or leading CX transformations in large organizations.
- Demonstrated ability to manage senior stakeholders and executive-level engagement.
- Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs.
- Strong commercial acumen and experience with business development.
- Fluent in English; Arabic proficiency strongly preferred.
Key Competencies
- CX strategy & journey design
- Service design & customer insights
- Digital experience & omnichannel transformation
- Data-driven decision making & VOC programs
- Stakeholder management and executive communication
- Leadership, coaching, and team development
- Structured problem solving and analytical thinking
*** Only successful candidates will be contacted ***
