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

EY; Riyadh; On-site; SAR 350,000 - 450,000; Full time

Job summary

A global consulting firm is seeking a CX Director to lead the Customer Experience consulting portfolio in Saudi Arabia. The role requires significant experience in the GCC region and focuses on developing customer-centric strategies aligned with Saudi Vision 2030. The candidate must possess a strong background in service design and transformation programs with proven success in collaborating with government entities. This leadership position offers a dynamic environment that fosters growth and inclusivity.

Benefits

Structured learning and leadership development programs

Flexible working environment

Inclusive culture

Qualifications

• 12-18+ years of consulting experience, with 5-8 years in Saudi Arabia.
• Proven track record delivering CX or service excellence programs at scale.
• Experience leading large transformation programs across various sectors.

Responsibilities

• Lead end-to-end CX engagements for clients across government and utilities.
• Develop customer-centric strategies tailoring to Saudi cultural norms.
• Translate Vision 2030 initiatives into actionable CX programs for ministries.

Skills

CX strategy & transformation

Service design & journey mapping

VOC programs, NPS / CSAT measurement

Digital channels, omnichannel experience

Job description

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

1. Client Leadership & Delivery

• 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.

2. 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.

3. 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.

4. Team Leadership & People Development

• 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

• CX strategy & transformation
• Service design & journey mapping
• VOC programs, NPS / CSAT measurement
• CX governance & operating models
• Customer insights and analytics
• Digital channels, omnichannel experience
• 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.

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.

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