Senior Advisor - Customer Service and Retail Transformation

About the role

We are looking for a Senior Advisor to join the newly created Retail function on‑site in Riyadh. Reporting directly to the Senior Vice President of Retail, you will provide hands‑on strategic and operational guidance to build a customer‑centric organization from the ground up.

Key responsibilities

• Advise the SVP Retail on strategy, operating model design and day‑to‑day execution.
• Shape a target operating model that integrates front‑office, back‑office and regional teams.
• Strengthen customer operations covering service, onboarding, payments, collections, complaints and digital channels.
• Drive large‑scale transformation initiatives such as digital migration, CRM implementation and systems integration.
• Establish governance structures, SLAs, KPIs, escalation paths and quality controls.
• Introduce external best practices from prior large‑scale customer‑operations leadership roles.
• Support change management, stakeholder alignment and capability building within the new Retail function.

Required profile

• Former senior executive (C‑suite or direct report) or senior consultant with extensive experience in high‑volume, regulated customer operations.
• Proven track record in designing and implementing customer‑centric operating models across multiple functions.
• Demonstrated success leading large transformation programmes, including business separations and digital initiatives.
• Deep knowledge of customer service, onboarding, payments, collections, complaints management and digital channels.
• Strong ability to influence senior leadership and embed governance frameworks.

Required skills

• CRM systems implementation and integration.
• Digital migration and systems integration.
• Design of service level agreements and performance metrics.