Director Customer Experience

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 ***