Assistant Manager - Customer & Growth - Business Consulting - KSA

EY; Riyadh; On-site; SAR 150,000 - 250,000; Full time

Job summary

A leading global consulting firm is seeking a Senior Consultant/Assistant Manager in Customer & Growth. You will lead projects that enhance customer experiences and operational models. Ideal candidates possess strong problem-solving skills, a customer-focused mindset, and proven experience in CX strategy. This role offers significant opportunities for professional development and career advancement within a collaborative environment.

Benefits

Competitive remuneration package

Support and coaching from experienced colleagues

Qualifications

• 2-4+ years' experience in customer experience strategy or CX operations.
• Proven experience in designing customer journeys and implementing strategies.
• Familiarity with advanced methodologies such as design thinking.

Responsibilities

• Lead CX workstreams to ensure timely delivery of customer-centric solutions.
• Collaborate with teams to develop customer journeys and capability frameworks.
• Analyze market trends and customer data to uncover opportunities.

Skills

Analytical skills

Problem-solving skills

Communication

Customer-centric thinking

Stakeholder engagement

Education

Bachelor's or master's degree

Tools

Qualtrics

Medallia

Salesforce

Tableau

Power BI

Job description

Senior Consultant / Assistant Manager -Customer & Growth - Business Consulting - KSA Nationals

In a world of dramatic and fast-paced change, the ability to deliver seamless and innovative customer experiences is critical. As a consulting professional as part of our Customer & Growth practice, you will help clients design and deliver exceptional experiences that align with their vision and strategic objectives. Joining one of our high-performing, globally integrated teams, you will work closely with our clients to ensure they deliver value through strategic design and customer-centric solutions.

Through our structured learning and development program, you will develop the skills, knowledge, and experience to transform how clients approach customer experience. And with a network that stretches across the world, you will gain unparalleled insights and exposure to diverse industries and challenges. So, whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

The Opportunity

We are looking for Senior Consultants and Assistant Managers to join our leading Customer & Growth team. Our consultants are passionate about shaping innovative CX strategies and delivering tangible impact. They bring a strategic, analytical, and creative mindset to help our clients design cutting-edge experiences and operational models.

Our consultants work collaboratively with clients to craft compelling strategies, develop customer journeys, and establish operating models that reflect best practices and innovation. They ensure alignment with organizational goals while fostering a customer-first culture.

Our consultants excel in dynamic, fast-paced environments and thrive in projects that span CX strategy, journey mapping, and implementation. They deliver outstanding service and support EY’s purpose of “building a better working world.”

Your Key Responsibilities

• Lead CX workstreams, ensuring timely and high-quality delivery of customer-centric solutions that align with the client’s strategic objectives.
• Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.
• Facilitate design workshops, stakeholder engagements, and client meetings to align on CX strategies and priorities.
• Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.
• Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.
• Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives
• Provide coaching and mentorship to junior team members and foster a high-performing, collaborative team environment.
• Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.
• Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.

Skills and Attributes for Success

• Strong analytical and problem-solving skills with a focus on customer-centric thinking.
• Excellent interpersonal, communication, and storytelling abilities.
• Ability to quickly grasp and analyze diverse organizations, industries, and business contexts.
• Ability to manage multiple priorities and deliver in dynamic, fast-paced environments.
• A passion for understanding customer behaviors, needs, and experiences.
• An innovative mindset, with the ability to identify creative solutions to CX challenges.
• Ability to identify and capitalize on opportunities for revenue growth, market expansion, and operational improvements

To Qualify for the Role, You Must Have

• A bachelor’s or master’s degree with a minimum of 2-4+ years of experience in customer experience strategy, journey mapping, or CX operations, ideally in a fast-paced and dynamic consulting environment with exposure to diverse industries.
• Proven experience in designing customer journeys, personas, service delivery models and other customer experience enablers (e.g., Voice of the Customer) with a track record of successfully implementing these deliverables to drive measurable outcomes.
• Strong foundational knowledge of business design principles, including operating models, strategy cascading, KPI development, and process design.
• Experience in conducting benchmarking and integrating insights from leading practices into high-quality consulting outputs.
• Familiarity with customer-centric trends, tools, and methodologies, including human-centered design, service blueprinting, and CX measurement frameworks.
• Strong expertise in facilitating workshops, conducting qualitative and quantitative customer research, and synthesizing insights into actionable strategies that align with client objectives and industry best practices.

Ideally, You Will Also Have

• Sector-specific knowledge in industries such as government, financial services, hospitality or mobility, with insights into sector-specific customer behaviors and expectations.
• Familiarity with advanced methodologies like design thinking, agile project management, and digital transformation strategies to drive innovative and customer-focused solutions.
• Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), analytics tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce, MS Dynamics) to optimize customer interactions and operational efficiency.
• Exposure to emerging technologies and trends in CX, such as AI-driven personalization, omnichannel strategies, and data-driven decision-making to enhance customer engagement and satisfaction.
• Experience in developing and implementing growth strategies, including market entry, sales enablement, or revenue optimization.
• Relevant certifications in the customer experience domain (e.g., CCXP)

What We Look For

Highly motivated individuals with a strong commitment to customer-centricity and innovation. A confident communicator with strong people management skills, you will have the ability to influence stakeholders and drive impactful outcomes. If you are ready to embrace a dynamic role and thrive in a collaborative environment, this opportunity is for you.

What Working at EY Offers

EY offers a competitive remuneration package and unparalleled opportunities for career growth. You will receive:

• Support, coaching, and feedback from experienced colleagues.
• Access to leading-edge tools and resources to enhance your capabilities.

About EY

As a global leader in assurance, tax, strategy & transaction, and consulting services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world.

Apply now!