Customer Experience Manager

MCG Talent; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A forward-thinking company seeks a Customer and Applied Design Expert to join its dynamic management consulting team. This role is perfect for a strategic thinker passionate about customer experience design and digital transformation. You will lead cross-functional teams to implement innovative solutions and business strategies for diverse clients across the region. The ideal candidate has a strong background in digital strategy, exceptional stakeholder management skills, and the ability to drive impactful customer journeys. If you are ready to make a significant impact in a collaborative environment, this is the opportunity for you.

Qualifications

• 6-8 years in management consultancy, preferably Big Four.
• Proven experience in digital strategy and customer design.

Responsibilities

• Lead cross-functional teams to design impactful customer solutions.
• Reimagine customer journeys and design omni-channel strategies.

Skills

Customer Experience Design

Digital Transformation

Business Consulting

Stakeholder Management

Data Analysis

Education

Bachelor's degree in Business

MBA or Master’s degree

Tools

Microsoft Office

Data Analysis Tools

Job description

We have 2 roles available:

1. Customer and Applied Design Manager (6+ years)
2. Customer and Applied Design Sr Manager (10+ years)

Location: Riyadh, KSA / Doha, Qatar / Dubai, UAE

Industry: Management Consultancy

Full-Time | On-Site with Travel Flexibility

Job Overview:

We are seeking a Customer and Applied Design Expert to join our client’s dynamic management consulting team. This role is ideal for a strategic thinker and customer-centric innovator with deep expertise in customer experience design, digital transformation, and business consulting. You will play a pivotal role in leading cross-functional teams to design and implement impactful customer solutions and business strategies for diverse clients in the region.

Key Responsibilities:

Project Leadership & Strategy

• Prepare comprehensive project plans aligned with objectives, timelines, and budgets.
• Adjust strategies dynamically to meet evolving business goals.
• Develop and manage scopes, budgets, and staffing plans.
• Foster accountability within cross-functional project teams.
• Identify market trends, economic shifts, and industry best practices to inform solutions.

Client Advisory & Problem Solving

• Synthesize data into meaningful insights and strategic recommendations.
• Translate business challenges into transformative digital and customer strategies.
• Evaluate both financial and experiential value in proposed solutions.
• Understand the broader ecosystem influencing client challenges and opportunities.

Customer Strategy & Experience Design

• Reimagine customer journeys across digital and physical touchpoints.
• Identify unmet consumer needs and inspire innovative service models.
• Design omni-channel strategies to drive acquisition, engagement, and loyalty.
• Lead the design of breakthrough user experiences that drive revenue and enhance satisfaction.
• Implement rapid prototyping and agile methodologies for solution testing and iteration.
• Define end-to-end service architecture across people, process, and technology layers.

Digital Innovation & Technology Enablement

• Stay ahead of emerging tech trends (AI, Blockchain, Robotics, Platforms).
• Assess client requirements and recommend fit-for-purpose technologies.
• Collaborate with Digital Labs teams to build IT components and integrate solutions.
• Define and implement IT architecture changes and ensure compliance.
• Drive data-driven design decisions using analytics and marketing technologies.

Qualifications & Experience

• Bachelor's degree in Business, Digital Marketing, or related field; MBA or Master’s degree is a strong plus.
• 6–8 years of experience in a top-tier management consultancy (Big Four experience preferred).
• Proven experience in digital strategy, customer design, or innovation-led consulting.
• Deep knowledge of business transformation, CX/UX, and emerging technologies.
• Bilingual proficiency in Arabic and English (written and spoken).
• Strong command of Microsoft Office and data analysis tools.
• Excellent stakeholder management and team leadership capabilities.
• Full mobility and willingness to travel based on client needs.