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Title:  Strategy Execution Director Job

Description: 

Job Title:

Strategy Execution Director

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Job Category:

Director

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Department/Group:

-

Job Code/ Req#:

-

Location:

Riyadh, Saudi Arabia

Position Type:

Full-Time

Job Description                                         

The CX Strategy Execution Director is responsible for leading the CX strategy and policy overseeing the development of the CX strategy and leading the implementation of internal transformation projects. This role will champion the CX strategy and transformation, provide CX subject matter expertise for other business units, oversee CX projects and sprints and guide COE efforts in Ministry CX capability uplift, process improvement and embedment of new technology in services.

Role and Responsibilities

  • Manages and oversees CX strategy development, implementation and continuous improvement initiatives across the Ministry.
  • Ensures CX strategy alignment with broader Ministry transformation programs.
  • Works collaboratively with CX Transformation Portfolio Management Office and other Ministry Deputyships to coordinate and prioritise CX projects and initiatives.
  • Works closely with key Deputyship stakeholders to understand business needs and align on the future strategy.
  •  Facilitates prioritisation of policy reviews and developments across all Sectors.
  •  Provides quality assurance review over consistency of application of CX standards in Deputyships and provides advice to policy Deputyships.
  • Works collaboratively with internal teams, including CX Insights & Performance, CX Workforce & Capability, CX Compliance, CX research and Development.
  • Lead, grow, and evolve a team that is responsible for understanding and enhancing the customer experience.
  • Assist senior leadership with preparation for CX governance/executive forums and meetings.
  • Disseminates key decisions and actions to relevant stakeholders.
  • Facilitates ongoing communication between senior leadership of CX COE and other Deputyships.
  • Manager reporting framework to communicate status of KPIs, metrics and measured elements to steer initiatives and transformation.

Qualifications and Education Requirements

  • Bachelor's degree in Strategy, Performance and Quality or equivalent.
  • 6-7 or more work experience.

Preferred Skills

  • Experience leading customer experience functions and teams.
  • Experience in management consulting, corporate strategy, or high-growth technology company.
  • Experience in Government services, policy and evaluation in labour market and social affairs.
  • Experienced and highly knowledgeable of Human Centred Design (HCD), Customer and Market Research, Customer Journey Mapping, Data Analytics, and CX measurement and governance.
  • Hands-on , Strong problem-solving skills and ability to make quick decisions in complex environments.
  • Ability to provide senior leadership with support in a fast-paced, high-pressure environment.
  • Proven track record of owning and executing large cross-functional initiatives and delivering results.
  • Willingness to roll up your sleeves to dig up the evidence you need to make compelling arguments.
  • Great understanding of governance principles, requirements and concepts.
  • Experience managing high performing teams.
  • Understand CX as a practice holistically and its cross-enterprise role/impact.
  • Understand changing consumer behaviour.
  • Strong operational and analytical abilities.
  • Strong track record of recruiting, developing and retaining a high performing team.
  • Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
  • Exceptionally strong leadership, communication and relationship-building skills, including experience effectively communicating with senior management.

 


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