Overview:
We are hiring a Senior CX Lead on a 12-week contract to deliver a customer experience transformation program for a regulated insurance provider in Saudi Arabia. The program is already mobilized; the successful candidate joins an in-flight engagement with a fixed milestone schedule running to final handover on 16 November 2026.
Responsibilities
Weeks 1–2 — Mobilize and discover
Discovery summary & confirmed priority journey list · due Mon 31 Aug 2026
Review existing CX, regulatory, committee, complaints and digital channel material and build the evidence base.
Run targeted stakeholder interviews across CX, operations, digital and compliance.
Issue the scored customer journey longlist and recommendation for client confirmation.
Sample complaints and contact centre data early; flag quality issues before committing to a VoC method.
Confirm availability of editable design source files ahead of the UX workstream.
Weeks 3–4 — Validate the maturity position
Deliverable 1 — IA Level 3 Gap Validation Report · due Mon 14 Sep 2026
Map regulatory criteria to available evidence and validate maturity scoring across all sub-dimensions.
Review current CX strategy, in-flight initiatives, KPIs, ownership and decision-making structures.
Identify, prioritize and evidence gaps against Level 3.
Weeks 5–8 — Design the target state
Deliverable 2 — CX Strategy, Operating Model & Governance Framework · due Tue 6 Oct 2026
RFacilitate executive alignment, cross-functional maturity, CX mindset, journey deep-dive and roadmap workshops.
IMap priority end-to-end journeys, overlay internal processes and system dependencies, and identify pain points and "moments that matter."
Design the CX operating model and governance: committee structure, journey ownership, decision rights, escalation paths and reporting cadence.
CDesign the Voice of Customer model across contact centre, complaints, digital channels, branches, partners and social listening, with a closed-loop process covering case ownership, resolution SLAs and follow-up.
Assess organizational readiness and map technology, data and process dependencies to de-risk execution.
Weeks 7–12 — Digital CX / UX Foundation (runs in parallel)
Deliverables 4–7 · all due Mon 16 Nov 2026
Build a bilingual (Arabic RTL / English LTR) design system starter kit: foundations, reusable components and usage guidance, scoped to the agreed screens and templates.
RDesign 10–15 high-fidelity UX/UI screens for the Medical Insurance section of the mobile app, applying the design system and one round of refinement.
Produce one homepage template and a limited set of reusable internal page templates for the website.
Create applied transaction flow examples showing how selected priority journeys could be improved end to end.
Keep every screen and flow traceable back to a confirmed priority journey and an identified pain point.
Run design reviews with digital and IT stakeholders; hand over organized, editable source files.
Weeks 9–12 — Roadmap, activation and handover
Deliverable 3 — CX KPI, Reporting Framework & Execution Roadmap · due Mon 9 Nov 2026
Build the KPI framework and reporting structure (NPS, CSAT, CES, complaint resolution time, first-contact resolution, retention and digital conversion), with data sources and targets.
Convert findings into scoped initiatives, each linked to a specific journey or identified gap, with objectives, indicative owners, sequencing, quick wins and business case.
Run enablement sessions, hand over templates and tools, and deliver the final executive readout.
Activation & handover pack · due Mon 16 Nov 2026
Skills and Requirements
Required
Bachelor's degree in Business, Marketing, Design, Engineering or a related field.
5+ years in Customer Experience, Service Design or CX/digital transformation, including 2+ years at senior or lead level.
Demonstrated delivery of at least one end-to-end CX transformation ( governance, VoC and measurement actually running, not just journey maps produced.)
Portfolio evidence of shipped high-fidelity UX/UI work, ideally mobile app and responsive web, alongside strategy credentials.
Advanced Figma: component libraries, variables, auto-layout, prototyping and design system construction.
Experience designing bilingual Arabic/English interfaces, including RTL layout, typography and mirroring.
Experience in regulated industries in Saudi Arabia or the GCC (insurance, banking, telecom or similar), with an understanding of compliance-sensitive customer journeys.
Hands-on journey mapping, service blueprinting and journey prioritization capability.
Experience building VoC, survey and social listening programs with closed-loop feedback.
Analytical fluency with complaints, contact centre and digital data to build a defensible case for change.
Fluent Arabic and English, written and spoken.
Available to start on the contract start date and to commit full-time for the full 12 weeks, on-site in Riyadh as required.
