Director Customer Experience

About the role

The Director of Customer Experience will lead the development and execution of strategies that enhance investment engagement and overall stakeholder experience for a leading semi‑government entity in Saudi Arabia. This senior role focuses on delivering a world‑class experience for investors, citizens and government partners while supporting sustainable growth.

Key responsibilities

• Map and optimise the end‑to‑end investor journey, identifying key touchpoints and designing strategies to streamline processes and reduce friction.
• Define and monitor Customer Experience Service Level Agreements (SLAs) and performance KPIs in partnership with the Planning & Performance team.
• Lead the Customer Service Center, ensuring timely and accurate resolution of inquiries, proper triaging to Level 1 and Level 2 support, and adherence to service standards for investors, citizens, and government entities.
• Develop and execute proactive multi‑channel engagement strategies, implement tailored communications and feedback mechanisms, and act as the primary relationship owner for key investor accounts.
• Support investors throughout licensing and application lifecycles, serve as the main interface with regulatory and compliance teams, and keep investors informed of policy updates and compliance requirements.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Public Relations or a related discipline.
• Master’s degree (MBA or equivalent) in Strategy, Customer Experience Management or a related field is preferred.
• Significant experience in leading customer experience, service design or stakeholder engagement initiatives, preferably within a public‑sector or semi‑government environment.
• Proven ability to manage cross‑functional teams and drive process optimisation.

Required skills