Customer Experience Manager
1 week ago
Job Title: Customer and Applied Design Manager
Location: Riyadh, KSA / Doha, Qatar
Industry: Management Consultancy
Full-Time | On-Site with Travel Flexibility
Job Overview:
We are seeking a **Customer and Applied Design Manager** 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 tech 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.
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