Senior Customer Experience Specialist

Senior Customer Experience (CX) Specialist Location: Saudi Arabia (hybrid / on-site with client) Experience: 5+ years Overview We are hiring a Senior CX Manager to lead an end-to-end customer experience transformation program for a major regulated financial services organization in Saudi Arabia. The mandate is to move the client from an early-stage CX baseline to a state where customer experience is a shared organizational capability, supported by governance, journey management, Voice of Customer, and metrics tied to business outcomes. This is a hands-on senior role spanning all core CX dimensions: culture, strategy, experience design, organization and governance, customer insights and VoC, and measurement. You will run discovery and executive workshops, map and redesign high-stakes customer journeys, build the listening and governance model, and translate findings into a roadmap the client can realistically execute and own. We are looking for someone who delivers change, not documentation: comfortable with ambiguity, credible with C-level stakeholders, and able to tie experience improvements directly to retention, cost-to-serve and regulatory risk. Responsibilities Assess current CX maturity, define target-state criteria against the applicable regulatory framework, and build a prioritized gap analysis with leadership sign-off. Review the existing CX strategy, in-flight initiatives, KPIs and reporting practices, and clarify current ownership and decision-making structures before designing new ones. Map priority end-to-end customer journeys, overlay internal processes and system dependencies, and identify pain points and "moments that matter." Prioritize journeys and initiatives using customer impact, business impact, regulatory risk and feasibility. Design empathy-led target-state journeys and service blueprints for critical, high-emotion service moments. Build a unified Voice of Customer program across contact center, complaints, digital channels, branches, partners and social listening, including thematic and root-cause analysis. Establish closed-loop feedback: case ownership, resolution SLAs, follow-up and reporting back into the business. Design the CX operating model and governance. CX forum, journey ownership, decision rights, escalation paths and reporting cadence. Assess organizational readiness and map technology, data and process dependencies to de-risk execution. Convert insights into scoped initiatives, each linked to a specific journey or identified gap, with clear objectives, indicative owners, sequencing, quick wins and business case. Define and operationalize the CX measurement framework (NPS, CSAT, CES, complaint resolution time, first-contact resolution, retention and digital conversion metrics) and build executive dashboards. Facilitate executive alignment sessions, cross-functional workshops, journey deep-dives and CX mindset sessions. Embed customer centricity through frontline enablement, playbooks and training; mentor junior CX, research and design team members. Track initiative delivery, resolve cross-functional blockers, and report maturity progress to leadership. Skills and Requirements Required Bachelor's degree in Business, Marketing, Design, Engineering or a related field. 5+ years in Customer Experience, Service Design and CX/digital transformation. Demonstrated delivery of at least one end-to-end CX transformation (governance, VoC and measurement actually running, not just journey maps produced). Experience in regulated industries in Saudi Arabia or the GCC (insurance, banking, telecom or similar), with an understanding of compliance-sensitive customer journeys. Strong executive facilitation and stakeholder management; able to challenge senior leaders constructively. Analytical fluency with complaints, contact center and digital data to build a defensible case for change. Fluent Arabic and English, written and spoken. Preferred CCXP (CXPA) certification or an equivalent CX, Service Design or Design Thinking credential. Familiarity with regulatory CX maturity frameworks in the Kingdom. Experience with claims, service recovery, onboarding or renewal journeys. Digital product or channel improvement experience (app, portal) alongside operational CX. Change management or PMO background (Agile).