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 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.

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.