Customer Experience Manager

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.