Director – Customer Experience Transformation

Our client is a large service-oriented organisation serving a broad customer base across Saudi Arabia. Customer experience is a strategic priority for differentiation and retention.

The Role

The Director will lead customer experience transformation initiatives across channels and touchpoints. This role will design CX frameworks, journey mapping, and service improvement programs. A key focus will be embedding customer-centric metrics and accountability across operations. The Director will work closely with operations, digital, and frontline teams. This role will also oversee voice-of-customer analytics and continuous improvement cycles. Executive visibility and cross-functional influence are central to success.

Candidate Profile

Candidates must have senior experience in customer experience or service transformation roles. Strong exposure to service-driven or consumer-facing environments is essential. Experience in Saudi Arabia is highly preferred. The ideal profile combines analytical capability with operational understanding. Strong stakeholder engagement and change leadership skills are required.

Leadership Skills Operations Stakeholder Engagement Accountability Customer Experience Metrics Continuous Improvement Analytics Design Leadership