Customer Experience Consultant (Telecom Industry) - 4-Month Engagement

Location: Riyadh, KSA.

Years of Experience: 5+ years.

Project Duration: 4 months.

Working Arrangement: on-site.

Language Requirements: Fluency in Arabic & English (written and spoken).

We are seeking an experienced Customer Experience (CX) Consultant to support a major telecom client in enhancing the experience of its wholesale and B2B customers . The consultant will play a key role in leading CX transformation initiatives, monitoring and reporting customer experience performance, and designing loyalty programs tailored for the wholesale segment. The ideal candidate will have strong telecom industry experience, particularly in wholesale operations, and the ability to work independently within a client environment.

Key Requirements

• Proven knowledge of Wholesale Business for Telcos.
• Experience leading or supporting Customer Experience (CX) Transformation initiatives.
• Hands-on experience in CX monitoring and reporting, including developing dashboards or KPIs.
• Experience in designing and implementing loyalty programs for B2B/wholesale customer segments.
• Proficiency in preparing and delivering PowerPoint presentations.
• Prior experience working directly with clients and managing project deliverables with minimal supervision.
  
  

Other Qualifications

• Bachelor's degree in Business Administration, Marketing, Telecommunications, or a related field.
• Excellent analytical, presentation, and communication skills.
• Strong stakeholder management and the ability to work in a dynamic client environment.
  
  

Key Responsibilities

• Support the development and execution of the CX transformation roadmap for the telecom wholesale business unit.
• Monitor and report on CX performance metrics, identifying key trends and improvement opportunities.
• Design and evaluate loyalty and retention programs tailored for wholesale/B2B clients.
• Conduct customer journey mapping and pain point analysis to inform experience enhancements.
• Collaborate with internal stakeholders to align CX initiatives with business strategy and operational objectives.
• Prepare executive-level presentations and reports summarizing CX insights, recommendations, and progress.
• Facilitate CX workshops or stakeholder sessions to drive customer-centric culture and awareness.
• Provide advisory support to ensure CX best practices are embedded across the client's wholesale operations.
  
  

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