Director - Customer & Growth - Business Consulting - Power & Utility - Riyadh

Ernst & Young Advisory Services Sdn Bhd; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading global consulting firm is seeking a Director in Riyadh to lead customer experience consulting with government and private entities. This role involves developing tailored strategies and overseeing projects aligned with Saudi Vision 2030. Ideal candidates will have over 12 years of consulting experience, including significant time within Saudi Arabia, and a proven record of leading major transformation initiatives. Join a team committed to delivering exceptional service and innovative solutions.

Benefits

Leadership development programs

Flexible working environment

Inclusive culture

Qualifications

• 12–18+ years of consulting experience with at least 5–8 years in Saudi Arabia.
• Proven track record delivering CX or service excellence programs at scale.
• Strong experience working with Saudi government entities and organizations.

Responsibilities

• Lead end-to-end CX engagements from strategy through execution for clients.
• Develop customer-centric strategies and operating frameworks.
• Oversee customer journey mapping and service redesign.

Skills

Customer strategy

Service design

Digital experience

Transformation programs

Job description

Director - Customer & Growth - Business Consulting - Power & Utility - Riyadh

Location: Riyadh

Other locations: Primary Location Only

Date: Aug 29, 2025

Requisition ID: 1622666

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

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.

You will own workstreams, lead project teams, and act as a primary client contact, ensuring that engagements align with EY’s strategic objectives and client needs. Working in a globally connected and high‑performing environment, you will help clients develop customer‑centric and growth‑driven strategies while contributing to the ongoing development of our practice.

With access to EY’s structured learning and leadership development programs, you will refine your expertise in customer experience, digital transformation, and growth strategy, preparing for the next step in your career.

Role Overview

The CX Director will lead and grow the Customer Experience consulting portfolio within the Kingdom of Saudi Arabia (KSA), supporting government entities, semi‑government organizations, and private‑sector clients across key industries. The role is responsible for defining CX strategy, leading transformation programs, designing service models, and overseeing implementation of CX operating frameworks aligned with Saudi Vision 2030 priorities.

This is a leadership role requiring experience in the GCC region—especially in KSA—and strong expertise in customer strategy, service design, digital experience, and transformation programs.

Key Responsibilities

• Lead end‑to‑end CX engagements from strategy through execution for clients across government and utilities.
• Develop customer‑centric strategies, service models, and operating frameworks tailored to Saudi cultural norms and regulatory requirements.
• Oversee customer journey mapping, service blueprinting, persona development, and experience re‑design.
• Drive implementation of CX operating models, governance frameworks, voice of customer programs, CSAT/NPS measurement systems, and service charters.
• Ensure high‑quality project delivery aligned with global consulting standards and client expectations.
• Serve as the senior point of escalation on major transformation programs.

Business Development & Practice Growth

• Build and expand the CX consulting practice’s footprint within Saudi Arabia.
• Lead proposal development, solution design, RFP responses, and executive‑level client discussions.
• Identify opportunities to cross‑sell complementary services such as digital transformation, service excellence, customer operations, AI/analytics, and organizational change.
• Support the acquisition of strategic accounts by leveraging sector knowledge and relationships.

Market & Sector Expertise (Saudi Arabia Focus)

• Translate Vision 2030 initiatives into actionable CX programs for ministries, authorities, and giga‑projects.
• Ensure CX strategies reflect Saudi customer expectations, service quality benchmarks, and local regulatory frameworks.
• Advise on national service excellence programs, customer charters, and KPI frameworks.
• Work closely with government stakeholders on citizen‑experience enhancement and service delivery modernization.
• Lead multi‑disciplinary consulting teams and mentor consultants, managers, and senior managers.
• Drive capability building within the CX practice – methodologies, tools, accelerators, and industry‑specific frameworks.
• Foster a performance‑driven, collaborative, and culturally aware team environment aligned with Saudi norms.
• Support talent acquisition and onboarding of Saudi nationals to align with localization (Saudization) targets.

Experience

• 12–18+ years of consulting experience with at least 5–8 years in Saudi Arabia.
• Proven track record delivering CX or service excellence programs at scale.
• Strong experience working with Saudi government entities and semi‑government organizations (ministries, authorities, giga‑projects, utilities, regulators).
• Experience leading large transformation programs, including service design, digital experience, and customer operations improvements.

Technical Skills

• VOC programs, NPS/CSAT measurement
• CX governance & operating models
• Customer insights and analytics
• Contact center and customer operations improvement
• Familiarity with regional benchmarks, government service excellence frameworks, and Vision 2030 programs.

What we look for

Highly motivated individuals with excellent problem‑solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.

What we offer you

At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability‑related adjustments or accommodations you may need.