Senior CX Consultant

About New Metrics

New Metrics is a human-centric transformation consultancy focused on enhancing employee productivity, maximizing customer lifetime value, and achieving sustainable growth. The company integrates advanced technology, real-time data insights, and an understanding of human behavior to deliver end-to-end solutions across the customer lifecycle, incorporating ESG principles. New Metrics aims to optimize customer journeys, boost loyalty, and enable clients to succeed in competitive markets.

The Role of Senior CX Consultant

New Metrics is seeking a Senior CX Consultant to join its team in Riyadh, Saudi Arabia. This is a full-time position where the consultant will support clients in designing and delivering customer and employee experiences. The role operates under the guidance of an Engagement Manager and contributes to the growth of the CX practice in the region. Candidates should have 5-10 years of relevant experience.

Key Responsibilities

• Lead and execute experience management engagements from initial diagnostic phases through to implementation.
• Design and improve end-to-end customer and employee journeys and touchpoints using frameworks such as journey mapping, voice of customer, and service design.
• Translate customer, employee, and operational data into practical insights, recommendations, and experience strategies.
• Prepare and facilitate workshops with client stakeholders, including senior leadership.
• Develop experience management operating models, governance structures, KPI frameworks, and reporting outputs.
• Build strong client relationships and align stakeholders around experience priorities.
• Produce clear, client-ready deliverables, including presentations, reports, and recommendations.
• Support client teams in building experience management capability and embedding CX practices.
• Mentor junior consultants and analysts, ensuring the quality of deliverables.
• Contribute to proposals, thought leadership, and business development efforts alongside the Engagement Manager and leadership team.

Work Environment and Culture

New Metrics is committed to fostering an inclusive, flexible, human-centric, and supportive work environment. The company emphasizes a trust-based culture that promotes inclusion, creativity, and innovation. Employees can expect collaboration with a passionate and high-performing team that values diverse perspectives. New Metrics focuses on continuous learning and development, offering opportunities for skill enhancement and career advancement through subsidized professional qualifications and paid professional memberships. The company also maintains a commitment to environmental sustainability.

Application Process

Interested candidates are invited to apply to join New Metrics' team and contribute to experience management. The company's values, mission, and culture are central to its operations.