EY Director - Customer & Growth Business Consulting 

Saudi Arabia, Riyadh Region, Riyadh 

192862220

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.

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

• Expertise in:
• 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.