CEx strategy formulation Expert

About the Role

Flint Consulting Ltd is seeking a CEx Strategy Formulation Expert to join their team in Riyadh. This full-time position involves leading the formulation, alignment, and execution of long-term Customer Experience (CEx) strategies, ensuring they align with the client's overall strategy, business clusters, and services. The role requires over 10 years of experience and offers a salary range of SAR 15,000 - SAR 18,750.

Key Responsibilities

• Lead the formulation, alignment, and execution of long-term CEx strategies in alignment with the client's strategy, covering business clusters and services.
• Map, analyze, and optimize end-to-end customer journeys and related processes, from awareness to churn management, identifying friction points and value creation opportunities.
• Ensure CEx roadmap initiatives align with corporate profitability, NPS targets, and digital transformation objectives.
• Design and implement next-generation CEx key performance indicators using AI/ML algorithms, including dynamic NPS forecasting, predictive churn risk scores, algorithmic Customer Effort Scores, and real-time sentiment analytics.
• Extract useful, deep, and meaningful insights from AI-driven CEx KPI telemetry, identifying root causes of friction, cross-channel trends, and emerging customer behavior shifts to guide executive decision-making.
• Formulate, evaluate, and translate CEx KPI performance trends into concrete business use cases focused on process re-engineering, operations optimization, customer satisfaction improvement, and measurable ROI growth.
• Work with the Analytics team to build, train, and deploy predictive models that analyze real-time network performance, customer interaction logs, and behavioral patterns to trigger proactive interventions.
• Collaborate with Technology Units and Business Clusters teams to embed CEx standards into BAU operational workflows.
• Drive a customer-centric culture transformation across the organization through actionable CEx guidelines, training frameworks, and performance-linked metrics.

Qualifications and Experience

• Over 10 years of progressive experience in Customer Experience, Digital Transformation, or Customer Centricity roles within a major telecommunications operator or leading management consultancy.
• Demonstrated success in designing end-to-end CEx strategies and frameworks that measurably increased NPS, CSAT, Customer Lifetime Value (CLV), or reduced churn rate.
• Understanding of how AI models (NLP, sentiment analysis, predictive modeling, clustering) are applied to CEx management platforms (*, Medallia, Qualtrics, Sprinklr, or native telecom CEM engines).
• Understanding of Telecom enterprise architecture and customer management systems (*, BSS/OSS, CRM systems, unified omnichannel platforms).
• Proven ability to break down complex technical bottlenecks and engineer elegant, scalable solution architectures.

Required Skills

• Strong communication skills to articulate technical requirements to both technology and beneficiary teams.
• Strong executive presence with exceptional storyboarding, negotiation, and stakeholder management skills.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a consulting environment focused on strategic customer experience initiatives for major telecommunications operators.

Application Process

Candidates who meet the specified qualifications are encouraged to apply.