Customer Experience

منذ أسبوع

Riyadh, 01, المملكة العربية السعودية Confidential دوام كامل

مجانًا عبر البريد الإلكتروني أو Google

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مجانًا عبر البريد الإلكتروني أو Google

About the Role
We are seeking a high-caliber Customer Experience (CX) Strategy Consultant to join our Transformation Practice. In this role, you will advise senior leadership and C-suite executives at leading global organizations on how to design, execute, and scale customer-centric business strategies. You will bridge the gap between business strategy, human-centered design, and data analytics. Your mission will be to transform complex operational challenges into seamless, high-impact customer journeys that drive measurable business growth, improve retention, and foster brand loyalty.

Key Responsibilities
Strategic Advisory & Thought Leadership
- Lead the diagnostic phase of client engagements to evaluate current-state maturity across CX strategy, culture, capabilities, and technology.
- Formulate comprehensive CX roadmaps aligned with clients' overarching corporate strategies, financial goals, and digital transformation initiatives.
- Advise C-suite stakeholders on shift-to-customer strategies, serving as a trusted advisor on industry trends, emerging technologies, and behavioral economics. Journey Architecture & Human-Centered Design
- Design and facilitate high-impact workshops (e.g., design thinking, co-creation sessions) with cross-functional client teams.
- Map complex end-to-end customer journeys , identifying critical friction points, systemic pain points, and high-value "moments of truth."
- Develop future-state blueprints , service designs, and operational models required to deliver frictionless omni-channel experiences. Data Insights & Performance Measurement
- Architect Voice of the Customer (VoC) and Voice of the Employee (VoE) measurement frameworks to capture structured and unstructured feedback.
- Synthesize qualitative research and quantitative data (e.g., CRM data, web analytics) to generate actionable, data-backed insights.
- Establish and track CX Key Performance Indicators (KPIs) , explicitly linking CX improvements to financial outcomes like Customer Lifetime Value (LTV), Net Promoter Score (NPS), CSAT, and retention rates. Qualifications & Experience Education & Experience
- Bachelor’s degree in Business Administration, Marketing, Economics, Psychology, Human-Centered Design, or a related field; an MBA or advanced degree from a top-tier institution is highly preferred.
- 3–5 years of management consulting experience within a Big 4, tier-one strategy firm, or a specialized boutique CX consultancy.
- Proven track record of successfully delivering large-scale customer experience, digital transformation, or service design projects for enterprise clients. Core Competencies & Skills
- Methodological Expertise: Deep proficiency in Customer Journey Mapping, Service Blueprinting, Persona Development, and Design Thinking methodologies.
- Analytical Rigor: Strong capability in quantitative analysis, financial modeling, and translating raw data into strategic business cases.
- Platform Familiarity: Knowledge of enterprise CX/VoC platforms (e.g., Qualtrics, Medallia, Sprinklr) and CRM ecosystems (e.g., Salesforce, HubSpot) is an asset.
- Communication Mastery: Exceptional oral, written, and visual communication skills, with a proven ability to structure executive-level presentations (e.g., PowerPoint/Minto Pyramid Principle).

Customer Experience

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وظائف مشابهة في Riyadh

عروض مماثلة

الأمريكتين

أوروبا

آسيا / أوقيانوسيا

أفريقيا

Customer Experience

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وظائف مشابهة في Riyadh

عروض مماثلة