Director Customer Experience

3 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Salt Full time 100,000 - 200,000 per year

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 ***

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